Job Description

The Global Service Delivery Manager is responsible for overseeing and leading service delivery teams, services, and client relationships for a global retail client.

The GSDM will reside in Amsterdam, Netherlands, working onsite at the client facility. The delivery team will mainly be based in the Philippines and China.

Job responsibilities:

Service Delivery Oversight:

• Oversee the end-to-end service delivery process for IT service desk operations globally.
• Ensure that service delivery meets or exceeds defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Act as the Global Single Point of Contact (SPOC) for client(s).
  
  

Team Management:

• Coordinate and supervise the daily activities of business or technical support teams.
• Set priorities for the team to ensure task completion and coordinate work activities with other supervisors.
• Lead and manage a diverse team of service desk leaders across multiple regions.
• Conduct regular performance reviews and provide coaching and development opportunities to team members.
  
  

Client Relationship Management:

• Serve as the primary point of contact for clients regarding service delivery issues and escalations.
• Foster strong relationships with stakeholders to ensure client satisfaction and address concerns promptly.
• Participate in ongoing Service Delivery Meetings and provide Executive Management Presentations on services.
  
  

Stakeholder Engagement:

• Collaborate with cross-functional teams, including IT, operations, and business units, to ensure alignment and support for service delivery strategies.
• Participate in strategic planning sessions to align service desk capabilities with business objectives.
  
  

Global Coordination:

• Coordinate service delivery across different time zones and regions to ensure 24/7 support availability.
• Manage the activities of offshore and onshore teams to maintain consistency in service delivery.
  
  

Process Improvement:

• Identify areas for process improvement within service desk operations and implement best practices.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Implement, monitor, and adhere to best practices for global delivery locations.
  
  

Budget Management:

• Assist in the development and management of the service desk budget, ensuring efficient use of resources.
• Monitor expenditures and identify cost-saving opportunities without compromising service quality.
  
  

Compliance and Security:

• Ensure compliance with company policies, regulatory requirements, and industry standards in service delivery.
• Implement security protocols to protect sensitive client information and data
  
  

Change Management:

• Manage and coordinate changes in IT services, ensuring minimal disruption to service delivery.
• Effectively communicate changes and impacts to clients and stakeholders.
  
  

Feedback and Improvement:

• Gather feedback from clients and users to identify areas for improvement in service delivery.
• Implement changes based on feedback to enhance overall client satisfaction.
  
  

Job Requirements

• Proven experience in service delivery management, particularly in a global retail environment.
• Strong leadership skills with a track record of managing and developing teams to achieve performance goals.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse audiences.
• Demonstrated experience in budget management and ensuring compliance with policies and regulations.
• Familiarity with IT service management practices and frameworks.
• Willingness to travel as required for the role.
• Attendance and adherence to schedule are essential requirements of this position, guided by company policies and procedures.
• Excellent English and Dutch Language, Written and Spoken.
  
  

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our company"s name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you"ve been targeted, please contact us immediately at [email protected] for verification.

Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.