Global Service Delivery Manager
1 day ago
London
The Service Delivery Manager (SDM) at Teceze is responsible for managing and ensuring the successful delivery of IT Infrastructure, End-User Computing (EUC), and large staffing engagements across multiple regions. This role is pivotal in maintaining service quality, operational consistency, and client satisfaction, while overseeing high-value projects, managing global teams, and driving process standardisation through SOP (Standard Operating Procedure) creation and governance. You will act as a bridge between clients, internal delivery teams, and senior leadership — ensuring every engagement meets defined SLAs, KPIs, and business outcomes. Key Responsibilities 1. Service Delivery Management • Oversee and coordinate the global delivery of IT infrastructure and EUC services across multiple client accounts., • Ensure service delivery meets contractual SLAs, KPIs, and quality standards., • Manage incident, problem, and change management processes in line with ITIL best practices., • Implement proactive monitoring, reporting, and escalation mechanisms for global operations., • Maintain high service availability, reliability, and client satisfaction scores (CSAT / NPS)., • Conduct regular service reviews with clients and internal leadership. 2. Project & Program Oversight • Manage and deliver high-value infrastructure and EUC transformation projects (e.g. migrations, rollouts, cloud transitions, hardware refresh, or EUC modernization)., • Work closely with Project Managers, Architects, and Delivery Leads to ensure milestones, budgets, and timelines are met., • Identify project risks and implement mitigation strategies., • Oversee resource allocation, scheduling, and dependency management across global teams., • Provide governance and executive-level visibility into ongoing project health and delivery outcomes. 3. Staffing & Resource Engagements • Lead and manage large staffing operations (permanent, contract, and project-based staffing) for global clients., • Collaborate with talent acquisition and HR for workforce planning, onboarding, and utilization., • Monitor deployment, productivity, and performance of on-site and offshore teams., • Drive optimization of staffing costs and bench management strategies. 4. SOPs, Process Design & Continuous Improvement • Develop, document, and maintain Standard Operating Procedures (SOPs) for all delivery functions, including:, • Incident / Problem / Change management, • Request fulfilment and escalation, • Service reporting, risk management, and client communication, • Staffing engagement and onboarding/offboarding, • Ensure all processes adhere to ITIL, ISO, and Teceze’s governance frameworks., • Drive automation, process simplification, and continuous improvement across service lines., • Conduct regular audits to ensure process adherence and identify improvement areas. 5. Client & Stakeholder Management • Serve as a primary point of contact for operational escalations, client satisfaction, and delivery alignment., • Build and nurture trusted relationships with client stakeholders and partners., • Participate in quarterly business reviews (QBRs) and service improvement planning., • Work closely with account management and pre-sales teams to ensure service continuity and contract renewals., • Escalate issues and risks proactively, providing solutions and corrective action plans. 6. Team Leadership & Global Collaboration • Lead geographically dispersed delivery and support teams (onshore / offshore)., • Coach and mentor Team Leads and Engineers to achieve performance excellence., • Promote a culture of accountability, teamwork, and customer-centric service., • Align teams with organisational goals, KPIs, and compliance standards., • Drive collaboration between technical, delivery, and operational functions across time zones. 7. Financial & Operational Governance • Track and report on delivery costs, utilization, project margins, and profitability., • Work with finance to manage budgets, forecasts, and resource costs., • Identify and execute opportunities for cost optimization and efficiency improvements., • SLA and KPI compliance across all client accounts, • Documented and implemented SOPs for all delivery operations, • Consistent CSAT >90% and high client retention, • Timely, within-budget completion of all assigned infrastructure/EUC projects, • Measurable cost savings through process improvement and resource optimization, • Regular QBR reports and operational dashboards #teceze #itservices