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 Global IT Service Delivery Manager role is to oversee the delivery of services to the company and lead service transformation over the next 12-18 months. This is a dynamic and fast-paced opportunity for someone with experience in service delivery, team management, and service transformation, focusing on Service Improvement across Infrastructure, Workplace Management, and general Service Delivery. The IT function is currently undergoing an Improvement Programme in areas such as operating model, PMO, People management, and Service Improvement. Your engagement in these areas will be crucial to the organization’s success.
As a Global Service Delivery Manager, you will:
* Drive service-oriented transformation across countries, ensuring incident resolution and SLA adherence.
* Engage with the business to maintain satisfaction, manage the Service Catalogue, and promote excellent customer service.
* Hold teams accountable for KPIs, escalate issues as needed, and promote process improvements and automation.
* Collaborate on incident reviews, align with delivery teams, and deliver service reports.
* Assist the Service Desk Manager, promote self-service capabilities, and optimize resource allocation.
QUALIFICATIONS AND EXPERIENCE
About you
The Global Service Delivery Manager should:
* Be proficient in managing ITSM tools such as ServiceDesk+ and Jira ServiceDesk.
* Have experience leading Service Improvement programs and project management skills.
* Have 10-15 years of experience leading globally dispersed teams.
* Navigate hybrid technical environments (on-premises & cloud).
* Be skilled in in-sourcing & outsourcing services and constructing business cases.
* Manage Change, Problem, & Critical Incident processes.
* Possess strong organizational, communication, and detail-oriented skills.
* Be collaborative, decisive, and have coaching & mentoring abilities.
WHO ARE EXCLUSIVE NETWORKS?
About the company
We are proud to be an Equal Opportunity Employer. We are committed to recruiting and hiring individuals from diverse backgrounds, believing it strengthens our ability to develop superior solutions, make informed decisions, and better serve our customers. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, disability, or similar characteristics. Employment decisions are based solely on qualifications, merit, and business need.
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please read our Recruitment Data Protection Policy before applying and sharing your data with us.
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