Service Delivery Management Services Leader

We are looking for a Service Delivery Management Services Leader responsible for governing end-to-end IT service delivery, operational excellence, customer satisfaction, supplier management, transformation governance, and continual service improvement across all infrastructure towers. The role focuses on integrated service management, governance, KPI-driven operations, vendor consolidation, AI-enabled service delivery, and business-aligned outcomes.

Job Responsibilities:

Service Delivery Strategy & Leadership

• Define and execute the enterprise Service Delivery Management strategy aligned with business objectives, operational priorities, and technology transformation programs.
  

• Establish a customer-centric service management culture focused on business outcomes, service quality, and operational excellence.
  

• Lead the evolution of the IT service delivery model, ensuring scalability, consistency, and alignment with organizational growth objectives.
  

• Develop multi-year operational roadmaps that support modernization, automation, and service transformation initiatives.
  

• Serve as the senior escalation point for service delivery issues impacting business operations.
  

Service Governance & Operational Management

• Establish and maintain governance frameworks across all infrastructure service towers.
  

• Lead service reviews, operational governance boards, and executive steering committees.
  

• Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations across all service domains.
  

• Drive service accountability through structured governance, reporting, and performance management processes.
  

• Implement standardised operational practices that support consistency, compliance, and service excellence.
  

Integrated Service Management

• Lead end-to-end service management processes including Incident, Problem, Change, Request, Major Incident, Availability, Capacity, and Configuration Management.
  

• Ensure effective coordination across multiple service providers and technology towers.
  

• Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
  

• Oversee service lifecycle management from onboarding through continual improvement.
  

• Promote proactive service management through operational analytics, trend analysis, and predictive insights.
  

Customer Experience & Business Relationship Management

• Act as the primary advocate for customer satisfaction and business service outcomes.
  

• Develop strong relationships with business stakeholders and executive sponsors.
  

• Lead Voice of Customer initiatives and service satisfaction programs.
  

• Ensure services align with business priorities, operational requirements, and strategic goals.
  

• Drive service improvement initiatives that enhance customer experience and perceived value of IT services.
  

Continuous Improvement & Service Transformation

• Lead continual service improvement programs across all operational functions.
  

• Drive adoption of automation, AI-enabled service management, self-service, and operational analytics.
  

• Identify opportunities to improve service quality, efficiency, cost performance, and customer experience.
  

• Promote best practices aligned with service management frameworks and modern operating models.
  

• Partner with transformation teams to implement modernization and operational optimization initiatives.
  

Supplier & Vendor Management

• Govern relationships with managed service providers, outsourced partners, and strategic technology suppliers.
  

• Monitor supplier performance against contractual commitments and agreed service levels.
  

• Lead supplier performance reviews, improvement programs, and governance forums.
  

• Support vendor consolidation initiatives and service integration activities.
  

• Ensure vendors contribute effectively toward business objectives and operational outcomes.
  

Service Performance & Reporting

• Define operational KPIs, service scorecards, executive dashboards, and performance reporting frameworks.
  

• Establish service measurement methodologies that provide actionable business insights.
  

• Monitor and report on service quality, service level attainment, operational risks, customer satisfaction, and financial performance.
  

• Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
  

• Drive performance improvement initiatives where operational objectives are not being achieved.
  

Financial & Commercial Management

• Manage service delivery budgets, financial forecasts, cost optimization initiatives, and operational expenditure.
  

• Support contract management, commercial governance, and supplier negotiations.
  

• Identify opportunities for cost reduction through standardisation, automation, service optimization, and vendor rationalisation.
  

• Ensure financial transparency and effective management of service delivery investments.
  

• Align service delivery strategies with business value realisation objectives.
  

Risk, Compliance & Service Resilience

• Ensure service delivery adheres to organizational governance, regulatory requirements, and security policies.
  

• Lead operational risk identification, mitigation, and remediation activities.
  

• Oversee business continuity, disaster recovery coordination, and operational resilience planning.
  

• Ensure services are designed and operated to minimize business disruption.
  

• Maintain strong governance controls supporting audit readiness and compliance obligations.
  

People Leadership & Organizational Development

• Build and lead a high-performing Service Delivery Management organization.
  

• Develop talent strategies, succession plans, capability development programs, and leadership pipelines.
  

• Foster collaboration across service towers, business units, and partner organizations.
  

• Promote a culture of accountability, innovation, customer focus, and continuous learning.
  

• Coach and mentor service management professionals and operational leaders.
  

Requirements

The candidate should meet the following qualifications, experience, technical expertise, and leadership requirements:

Education:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
  

Professional Experience:

• 12+ years of experience in IT Service Management, Service Delivery Leadership, Infrastructure Operations, or Managed Services environments.
  

• 7+ years of leadership experience managing large, multi-functional IT service delivery organizations.
  

• Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers.
  

• Experience operating within global, multi-vendor managed services and outsourced delivery environments.
  

• Demonstrated success leading large-scale service transformation, operational excellence, and governance initiatives.
  

Technical & Service Management Expertise:

• Deep understanding of IT Service Management (ITSM) principles and frameworks.
  

• Expertise in Incident, Problem, Change, Release, Service Level, Availability, Capacity, and Continual Service Improvement practices.
  

• Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
  

• Strong knowledge of infrastructure services including cloud, workplace, network, platform, security, and operations domains.
  

• Familiarity with automation, AI-enabled service management, analytics, and performance reporting platforms.
  

• Understanding of operational governance, service integration, supplier management, and commercial management processes.
  

• Knowledge of modern IT operating models and digital transformation methodologies.
  

Leadership & Business Skills:

• Executive-level stakeholder management and communication skills.
  

• Strong customer engagement and relationship management capabilities.
  

• Ability to balance operational priorities with strategic business objectives.
  

• Proven leadership in driving organizational change and service transformation.
  

• Strong analytical, financial, negotiation, and problem-solving skills.
  

• Experience influencing senior executives, business leaders, suppliers, and governance boards.
  

Preferred Qualifications:

• ITIL Managing Professional, Strategic Leader, Expert, or Master Certification.
  

• Project Management Professional (PMP) or PRINCE2 Certification.
  

• Certified SIAM Professional (Service Integration and Management).
  

• Lean Six Sigma Green Belt or Black Belt.
  

• COBIT Foundation or Governance Certifications.
  

• Microsoft, AWS, or Google Cloud certifications.
  

• Relevant service delivery, governance, or operational excellence certifications.