Global Service Delivery Manager

TL;DR

Global Service Delivery Manager: Leading and enhancing the service delivery team to align with organizational needs, focusing on seamless collaboration between internal resources and external vendors to deliver an outstanding customer experience. Focus on fostering strong client relationships, driving excellence in service delivery, and boosting business engagement and customer satisfaction.

Location: Parma, Italy

Company

hirify.global is seeking a passionate and experienced Service Delivery Manager to join their dynamic team.

What you will do

• Collaborate with and lead the Service Delivery team in defining, deploying, and managing the end-to-end Service Delivery process.
• Nurture internal stakeholders on a culture of Service Governance and Service Delivery Management.
• Develop and maintain strong relationships with clients to understand their needs and expectations.
• Monitor performance against SLAs and implement corrective actions to ensure compliance.
• Analyse third-party and internal processes, and create strategies for service delivery optimization.
• Lead service delivery meetings with Vendors and internal teams to address issues and identify opportunities for enhancement.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience in service delivery management.
• Strong understanding of service level agreements (SLAs), key performance indicators (KPIs), and Experience Level Agreements (XLAs).
• Strong understanding of Service Desk, Infrastructure Operations and AMS processes and services.
• Effective communication and interpersonal skills.

Nice to have

• Relevant certifications, such as ITIL.