Service Delivery Manager

The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across the region. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities.

The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives.

Key Responsibilities

Service Delivery & Operations

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Own and oversee end-to-end IT service delivery across all regional sites.

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Ensure high availability, performance, and reliability of IT services.

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Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.

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Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.

Stakeholder Management & Engagement

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Act as the primary interface between global service owners, local IT teams, and regional business leadership.

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Build strong partnerships with business leaders, site managers, and country IT teams.

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Facilitate regular service reviews, performance reporting, and feedback sessions.

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Translate business feedback and operational pain points into actionable service improvement initiatives.

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Communicate risks, impacts, and service updates proactively across stakeholders.

Service Governance & Continuous Improvement

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Ensure adherence to ITIL-aligned processes and global IT standards.

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Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).

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Monitor service performance using dashboards and reporting frameworks.

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Lead monthly operational and service review meetings.

Incident, Problem & Change Management

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Reduce major incidents and improve SLA Performance achievement.

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Drive proactive problem management to eliminate recurring issues.

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Ensure high change success rates and minimize emergency changes.

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Support smooth coordination of maintenance activities and releases.

Service Transition & Project Support

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Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).

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Partner with project teams to ensure operational readiness and service acceptance criteria are met.

Vendor & Supplier Management

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Manage regional vendor relationships and performance.

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Ensure vendors meet contractual SLA obligations.

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Lead structured vendor governance, performance reviews, and escalations.

Capacity Planning & Compliance

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Support capacity and demand planning to meet regional business needs.

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Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.

Risk & Compliance Management:

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Ensure adherence to IT governance, compliance, and security policies.

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Manage service-related risks and escalate where appropriate.

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Drive initiatives to improve audit readiness and regulatory compliance.

Skills, Knowledge & Expertise

Experience and Education

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Proven experience (typically 5+ years) in IT Service Delivery roles

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Demonstrable experience managing regional or multi-site IT environments.

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Experience working within global / matrixed organisations.

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Strong background in ITIL-based service management frameworks.

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Experience in vendor and supplier management.

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Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.

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Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.

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Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).

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Knowledge of core IT services (EUC, Networks, Cloud, Applications).

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Understanding of service metrics (SLA, XLA, KPIs) and reporting.

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Awareness of governance, risk, and compliance requirements.

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Awareness of AI and automation and their use in improving service delivery and user experience.

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Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills

Essential Requirements
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.