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 - Own and oversee end-to-end IT service delivery across all regional sites. - Ensure high availability, performance, and reliability of IT services. - Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. - Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs. Stakeholder Management & Engagement - Act as the primary interface between global service owners, local IT teams, and regional business leadership. - Build strong partnerships with business leaders, site managers, and country IT teams. - Facilitate regular service reviews, performance reporting, and feedback sessions. - Translate business feedback and operational pain points into actionable service improvement initiatives. - Communicate risks, impacts, and service updates proactively across stakeholders. Service Governance & Continuous Improvement - Ensure adherence to ITIL-aligned processes and global IT standards. - Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs). - Monitor service performance using dashboards and reporting frameworks. - Lead monthly operational and service review meetings. Incident, Problem & Change Management - Reduce major incidents and improve SLA Performance achievement. - Drive proactive problem management to eliminate recurring issues. - Ensure high change success rates and minimize emergency changes. - Support smooth coordination of maintenance activities and releases. Service Transition & Project Support - Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU). - Partner with project teams to ensure operational readiness and service acceptance criteria are met. Vendor & Supplier Management - Manage regional vendor relationships and performance. - Ensure vendors meet contractual SLA obligations. - Lead structured vendor governance, performance reviews, and escalations. Capacity Planning & Compliance - Support capacity and demand planning to meet regional business needs. - Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements. Risk & Compliance Management: - Ensure adherence to IT governance, compliance, and security policies. - Manage service-related risks and escalate where appropriate. - Drive initiatives to improve audit readiness and regulatory compliance. Skills, Knowledge & Expertise Experience and Education - Proven experience (typically 5+ years) in IT Service Delivery roles - Demonstrable experience managing regional or multi-site IT environments. - Experience working within global / matrixed organisations. - Strong background in ITIL-based service management frameworks. - Experience in vendor and supplier management. - Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes. - Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models. - Strong understanding of ITIL processes (Incident, Problem, Change, Service Level). - Knowledge of core IT services (EUC, Networks, Cloud, Applications). - Understanding of service metrics (SLA, XLA, KPIs) and reporting. - Awareness of governance, risk, a