Overview We are looking for a Service Delivery Manager to join our Global IT Operations team. This role will be responsible for defining, implementing, and governing Service Management practices across the organization, ensuring consistent delivery of services to regional IT teams and applications teams. The ideal candidate will bring strong expertise in ITIL, Agile, and Cloud environments, with a proven track record of leading teams in an international context. Key Responsibilities Define and deploy Service Management practices, reporting, tooling, and governance across Global IT Operations. Lead and animate the Service Management Guild, co-designing target models and practices with service managers and driving their implementation. Establish and maintain SLA tracking tools and performance monitoring frameworks. Ensure homogeneity of Service Management practices across technical domains, aligned with ITIL, Agile, and DevOps best practices. Deliver shared reporting and governance mechanisms to provide visibility on service performance to applications and regional IT teams. Create and maintain a service catalog covering all Global IT Operations services. Drive continuous improvement initiatives, challenging the status quo and introducing new processes and methods. Ensure regular reporting and communication to stakeholders, adapting delivery to their expectations. Act as a reference point for Service Management within the organization, promoting knowledge sharing and adoption of best practices. Requested Deliverables Service Management best practices for Global IT Operations. Reporting framework and dashboards. SLA/performance tooling. Service catalog. Requirements Experience & Education Engineer Degree or equivalent. 10 years of experience as IT Manager in IT Run activities and/or Service Management roles. Experience leading IT teams in a global/international context. Technical Skills Strong knowledge of Infrastructure & Cloud. Solid background in Service Management delivery. Experience implementing and adapting ITIL and Agile practices. Proven ability to design and manage service performance tools. Experience in functional/matrix team management. Soft Skills Strong leadership with the ability to mobilize and energize teams. Excellent interpersonal and stakeholder management skills. Strong communication skills, both written and verbal. Fluent in English (other languages are a plus). Nice to Have ITIL and Agile certifications (mandatory or highly preferred). Experience with DevOps practices and service automation. Exposure to regulated industries (Finance, Insurance, etc.). Offer Competitive salary package, aligned with experience and market standards. Opportunity to work in a global environment with multicultural teams. Participation in strategic IT transformation initiatives. Career growth and continuous training opportunities.