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Senior Global Service Delivery Manager

Date Posted: 5/24/2024

Job #1665895
Contract
Bloomington, Indiana

Title: Senior Global Service Delivery Manager

Location: Remote (Prefer candidates near Parsippany, NJ)

Client Industry: Pharma 

We have partnered with our client in their search for a Senior Global Service Delivery Manager. As the Senior Global Service Delivery Manager, you are responsible for overseeing the delivery and continuous enhancement of IT services across the organization. This pivotal role ensures high-quality outcomes by managing daily IT operations, developing service delivery strategies, and fostering continuous improvement. Your leadership will drive service excellence across global operations, including compliance with service level agreements (SLAs) and maintaining strong relationships with stakeholders.

Responsibilities

  • IT Service Delivery Management: Coordinate the delivery of IT services, ensuring SLA compliance and high customer satisfaction across ITSM processes like Incident, Requests, Knowledge, and Change Management.
  • ITSM Tool Oversight: Manage the daily operations, improvements, and enhancements of ServiceNow, ensuring optimal functionality and user support.
  • Service Level Management: Define and monitor SLAs, ensuring services are delivered within established timeframes, quality standards, and budgetary constraints.
  • Project Management: Oversee IT projects from planning through completion, ensuring effective communication and execution.
  • Vendor Management: Work with vendors and service providers to meet service expectations, optimize costs, and align with organizational goals.
  • Stakeholder Management: Build and maintain relationships with internal teams, clients, and vendors, serving as the primary contact for service-related matters.
  • Service Desk Leadership: Lead the service desk team, promoting timely and effective service delivery, resolving complex issues, and guiding incident resolution.
  • Global Support: Manage global IT support activities across various locations, including offices and production sites in the US and Germany.
  • Continuous Service Improvement: Identify and implement initiatives to improve service quality, efficiency, and effectiveness, regularly optimizing IT service processes.
  • Performance Monitoring: Develop and track KPIs and metrics to assess IT service performance, reporting on trends and opportunities for improvement.
  • Team Leadership and Development: Mentor and develop the IT service delivery team, fostering a positive and productive work environment and promoting continuous learning.
  • Compliance and Risk Management: Ensure adherence to relevant policies and regulations, and identify and mitigate risks to service delivery and business operations.

Required Skills and Qualifications

  • Minimum of 12 years in IT service desk and delivery roles, with at least 8 years in a leadership capacity.
  • Bachelor’s degree in Computer Science, Information Technology, or related field. ITIL Certification strongly preferred.
  • Proven ability to lead a global team, including managing offshore vendors, with strong project management capabilities.
  • Extensive knowledge of IT Service Operations, ITSM tools, and current IT technologies and trends.
  • Excellent problem-solving skills with a detail-oriented and analytical approach to data and trend analysis.
  • Strong ability to communicate effectively and influence stakeholders at all levels; capable of leading collaborative initiatives and training sessions.
  • Solid background in continuous improvement methodologies, committed to staying updated with technology trends and best practices.

Preferred Characteristics

  • Demonstrated ability to drive tasks to completion while managing multiple projects and priorities.
  • A commitment to fostering a culture of continuous learning, improvement, and operational excellence within the IT team.

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