The Service Delivery Manager (SDM) for CCR will be part of the regional team for DT Operations organization. The SDM will be responsible for ensuring the delivery of a consistent level of service across the IT infrastructure landscape and supporting and enhancing end user support across all business sites within that region. This role involves implementing strategies and initiatives to enhance service quality, improve customer satisfaction, and drive a culture of service excellence across the organization. The role will consistently interface with the teams in the region to assess consistency across the region.

This role reports to the IT Manager for Service Excellence & Global Functions.

Service Management:

• Monitoring and managing desktop support and IT services desk to ensure optimal service;
• Define the requirements to promote an effective user experience from a digital infrastructure perspective for specific roles across PC needs, support model, and mobile requirements;
• Maintaining high performance levels for service-related processes, implementing improvement activities wherever necessary;
• Taking ownership of critical incidents and service requests, coordinating with resolution parties and establishing effective communication between stakeholders;
• Serve as an escalation point for end-user needs;
• Ensuring that systems, procedures and methodologies are in place to support outstanding service delivery and problem management;
• Taking accountability for service delivery performance, meeting customer expectations and driving future demand;
• Engage additional vendors as needed to ensure appropriate support is provided for all business infrastructure needs. 

Performance and Quality Management:

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades;
• Providing accurate and regular reports/ KPIs to the management on performance of service delivery;
• Understand the budget impact of support model changes and make decisions based on appropriate business value. 

Technical Perception:

• Supervising desktop management teams to facilitate continual improvements in the desktop environment;
• Collaborating with technical design teams to set standards for software, hardware and security;
• Work in conjunction with Cybersecurity team, making sure that anti-virus updates and patches are applied effectively and promptly;
• Enabling high-level performance benchmarks for access devices such as PCs, laptops and mobiles. Participate in projects associated with required upgrades based on analysis.

• 3+ years of demonstrated success in service delivery;
• Solid problem solving and analytical skills;
• Solid digital infrastructure fundamentals;  
• Strong attention to detail;
• Proactive and high energy;
• Demonstrated ability to excel in a global matrix organization;
• Strong interpersonal written/verbal communication skills;
• Ability to manage and prioritize multiple tasks;
• C1 in English;
• A strong team player capable of adapting their communication style to work effectively across functional boundaries and various cultures.

The candidate must have:

• Deep understanding of service management principles, frameworks and best practices. This includes incident management, problem management, change management and service level management;
• Strong interpersonal and communication skills to build and maintain relationships with clients. Should be able to understand client requirements, manage expectations and ensure client satisfaction;
• Ability to delegate tasks, provide clear directions and inspire collaboration and teamwork;
• Project management skills to plan, organize and coordinate resources, timelines and deliverables;
• Ability to think critically and make decisions quickly to address service-related challenges;
• Knowledge of budgeting, cost management and financial planning to ensure that service delivery stays within budget;
• Possibility to identify areas for improvement, implement process enhancements and drive efficiency in service delivery.

The candidate must be able to:

• Champion the enterprise initiatives and business change;
• Coordinate numerous activities simultaneously;
• Travel up to 10%.