Job Title

We are seeking an experienced Service Delivery Manager to join our team on a6-month contract. This role is critical to ensuring the effective delivery, governance, and continuous improvement of IT Service Management (ITSM) processes across the organization.About the Role The Service Delivery Manager will oversee service management processes related to service provisioning, support, and business relationships. This position ensures the consistent implementation and continuous improvement of core ITSM processes, aligning business requirements with operational execution. Key Responsibilities Own and govern ITSM processes, ensuring adoption, compliance, and continuous improvement Manage service delivery from supplier teams in coordination with the Global Service Management Office Drive improvements within ITSM tools such as ServiceNow, applying ITIL best practices Develop and monitor service quality metrics using tools like Power BI, analyzing performance and identifying improvement opportunities Lead major incident management and act as an escalation point for critical issues (24/7 support as needed) Ensure effective lifecycle management across Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management processes Build strong relationships with stakeholders and align business expectations with IT service delivery Requirements 8+ years of experience in IT Service Management Strong knowledge of ITIL (required), as well as familiarity with Lean Six Sigma, COBIT, ISO 20000, and DevOps Experience with ServiceNow or similar ITSM platforms Proven experience in metrics, reporting, and data analysis (Power BI preferred) Solid understanding of cloud environments, particularly Microsoft Azure Strong leadership, communication, and stakeholder management skills Analytical mindset with strong problem-solving capabilities Ability to work independently with minimal supervision Advanced English proficiency (spoken and written) Qualifications Bachelor's degree in IT, Business, or a related field ITIL certification preferred Additional Information This is acontract position for 6 months, focused on delivering high-impact service management improvements within a global environment.