**EXCLUSIVE NETWORKS** |** **Introduction**
Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization.
At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.
**DUTIES AND RESPONSIBILITIES** |** **About the role**
The General 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 service-oriented transformation across countries, ensuring timely incident resolution and adherence to SLAs.
- Engage with business for satisfaction, maintain Service Catalogue, and promote excellent customer service.
- Hold team accountable for KPIs, escalate as needed, and drive process improvements and automation.
- Collaborate on incident reviews, align with delivery teams, and deliver service reports.
- Assist Service Desk Manager, promote self-service capability, and optimize resource allocation.
**QUALIFICATIONS AND EXPERIENCE** |** **About you**
**The **Global Service Delivery Manager**:
- Proficient in managing ITSM tools (ServiceDesk+ & Jira ServiceDesk).
- Lead large/small scale Service Improvement programs with project management expertise.
- Over 10-15 years leading globally dispersed teams.
- Navigate hybrid technical environments (on-prem & cloud).
- Skilled in in-sourcing & outsourcing services, constructing business cases.
- Manage Change, Problem & Critical Incident; establish processes.
- Strong organizational, communication (verbal & written), and detail-oriented skills.
- Collaborative while making decisive decisions, coaching & mentoring approach.
**WHO ARE EXCLUSIVE NETWORKS?** | **About the company**
We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need.
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