Description

Job Summary
We are seeking an accomplished IT Service Delivery Manager to lead and continuously improve a global technology service desk organization. This role provides strategic and operational oversight of enterprise IT support functions across multiple regions, driving service excellence, team development, and modern IT service management practices. The ideal candidate brings strong leadership, technical expertise, and a customer-focused mindset to support global infrastructure and application environments.

 
Duties & Responsibilities
Lead and develop a global service desk team, including recruitment, onboarding, training, and performance growth
Drive continuous improvement in service quality, processes, and customer experience
Apply ITSM and ITIL frameworks to refine workflows, metrics, and communication practices
Oversee ticket assignment, tracking, and resolution across regions
Manage enterprise asset management processes and inventory controls
Improve infrastructure and application monitoring and alerting strategies
Serve as an escalation point for complex technical incidents
Manage vendor relationships and service level agreements
Analyze service trends to streamline operations and improve efficiency
Build strong relationships with internal teams, leadership, and technical stakeholders
Coach and mentor team members to support career development and skill advancement
 

Requirements

Qualifications, Skills & Experience
5+ years of experience leading IT service delivery or service desk organizations
Strong knowledge of ITIL or IT service management frameworks
Broad technical background across infrastructure, cloud, applications, and end-user systems
Proven ability to lead global and offshore teams as a unified organization
Strong analytical, troubleshooting, and operational management skills
Excellent communication and stakeholder engagement abilities
Hands-on leadership style with a collaborative approach
Ability to balance strategic planning with day-to-day operational execution