Exclusive Networks
GlobalServiceDeliveryManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Global Service Delivery Manager at Exclusive Networks. Skills: Service Delivery Management, Service Transformation, Team Leadership, Process Improvement. Oversee delivery of services. Lead service transformation”
Industry & Context.
Change Management; Problem Management; Critical Incident Management
What They're Looking For.
Must Have
ITIL certified, practical knowledge and experience of applying the ITIL framework and its procedures and policies to deliver enterprise or corporate IT service, Experience of managing and developing IT Service Management tools (ServiceDesk+ & Jira ServiceDesk), Experience in defining, leading and delivering Service Improvement programmes on a large and small scale (project management), 10 – 15 years leadership and leading & managing globally dispersed teams, Working in hybrid technical environment (on-prem & cloud-based services), Experience in in-sourcing & outsourcing services, Ability to construct and compile business cases, Change, Problem & Critical Incident Management experience (defining & setting up), Excellent organisation skills, Ability to work within fast moving team, Excellent communication skills both written and verbal, High level of attention to detail, Collaborative working but prepared to make decisions, Coaching & mentoring approach
What You'll Do.
Oversee delivery of services
Lead service transformation
Drive service transformation towards countries
Engage with business for satisfaction
Maintain Global Service Catalogue
Ensure timely resolution of incidents
Act as escalation for team members
Hold team members to account on KPIs
Undertake incident reviews
Promote excellent customer service
Promote and drive process improvement
Drive automation of services
Deliver end user customer portal
Drive automation of Service Desk tasks
Assign/manage/escalations of incidents
Backfill for ServiceDesk Manager
Deliver and continually develop service reports
Deliver improvements with pragmatic approach
How You'll Work.
Team & Collaboration
Engage directly with the business; Close collaboration with technical teams; Working with the Service Desk manager; Working with other delivery teams; Working with the Global IT Leadership Team
Communication Scope
Excellent communication skills both written and verbal
Process & Methodology
Project management
Full Job Description
Global Service Delivery Manager Madrid Full time **EXCLUSIVE NETWORKS** |**Introduction** Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit [www.exclusive-networks.com](http://www.exclusive-networks.com). At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential. **DUTIES AND RESPONSIBILITIES** |**About the role** The Global IT Service Delivery Manager role is to be key in not only overseeing the delivery of services to the company but also in leading the transformation of services over the next 12-18 monnth. This is a dynamic and fast paced opportunity for someone to put to use their experience in service delivery, team management and service transformation with a focus on Service Improvement across the Infrastructure, Workplace Management and general Service Delivery arena. The IT function is in the middle of an Improvement Programme focussing on areas such as operating model, PMO, People management and Service Improvement. As a key member of this team your input and engagement to all these areas will be essential to the organisations success. **As a Global Service Delivery Manager, you will:** * Drive transformation of Security & Technology Services towards countries, to be service-oriented. * Engage directly with the business
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