Global IT Service Delivery Manager
This is a high-impact, globally scoped role where no two days are the same.
* Leading service delivery across continents, time zones, and technologies — ensuring systems and services run like clockwork while driving innovation and operational excellence at scale.
We are seeking an experienced IT Service & Infrastructure Support Manager to join our dynamic team. This is a strategic leadership opportunity with real scope to shape the future of global IT operations.
Key Responsibilities:
* Managing and coaching a distributed, entry-level IT team — many new to the industry — providing hands-on training in both technical and customer service excellence.
* Troubleshooting and supporting issues across desktop environments, including login issues, internet connectivity, and multi-factor authentication.
* Driving ITIL best practices — not just in theory, but by building out and leading service management processes; experience with ServiceNow (or similar tools) and ITSM consolidation is a significant bonus.
* Maintaining face time and support coverage across shift patterns and time zones to ensure your team is engaged, supported, and aligned.
* Partnering with business leaders to align IT service delivery with strategic goals.
* Collaborating with InfoSec and compliance teams to manage risk and ensure regulatory alignment.
* Building strong vendor relationships to ensure high-quality service delivery.
Requirements:
* A strong background in IT operations with at least 3 years in a leadership role within a global, multi-site environment.
* Hands-on experience with infrastructure support, particularly M365, Teams, SharePoint, networking, virtualization, storage, and desktop troubleshooting.
* Demonstrated ability to coach and develop junior team members, with a focus on continuous improvement in both technology and service delivery.
* Proven success in leading and implementing ITIL processes and driving adoption of service management tools.
* Strong project management capabilities — able to define, plan, and deliver projects while influencing and coordinating across teams.
* Excellent communication and stakeholder management skills at all levels of the business.
* Analytical mindset with a focus on data-driven service improvement.
* ITIL v4 Foundation or Managing Professional required; PMP/Prince2 and vendor-specific certifications are advantageous.
* Flexible, proactive, and comfortable working in a fast-moving, always-on global environment.
About This Opportunity
This is not just another IT management role. It's a chance to drive impact across borders and be part of a forward-thinking organisation that values agility, empowerment, and technical excellence.