About this role

Lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives
Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams
Manage intermediate Service Delivery Managers (SDMs), ensuring consistent triage quality, service governance
Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks for stakeholders
Drive continual service improvement by identifying trends, bottlenecks, and opportunities

5+ years of experience in IT Service Management, service delivery, or operational leadership roles
ITIL V4 Foundation certification required.
Extensive experience with ServiceNow or comparable enterprise ITSM platforms.
Proven success managing high-impact initiatives and services, leading cross-functional teams
Demonstrated ability to lead, mentor, and develop teams with strong communication and stakeholder engagement skills.

Manager, Service Delivery Management

Key skills