Service Delivery Manager - Global IT Service Desk

About the Role: We are looking for a proactive and experienced Service Delivery Manager to oversee the operational delivery of our Global Service Desk, provided by leading third-party vendors. You will be the strategic interface between our business and service providers, ensuring seamless IT support across multiple regions while driving continuous improvement, efficiency, and excellence in service delivery.

What You’ll Do: • Own the day-to-day operations of the Global Service Desk, ensuring service levels and KPIs are met. • Act as the main point of contact for internal stakeholders and external service providers. • Track performance metrics, identify trends, and implement improvements to enhance service quality. • Collaborate with IT and business leadership to align service desk operations with business priorities. • Manage escalations and critical incidents to minimize impact on operations. • Drive process standardization and adoption of ITIL best practices globally. • Support vendor management, contract compliance, and service improvement initiatives.

What We’re Looking For: • Proven experience managing global IT service desk operations. • Strong knowledge of ITIL and IT service management frameworks. • Excellent stakeholder management, communication, and reporting skills. • Experience driving operational improvements and service optimization. • Ability to work across regions and cultures, with a results-driven mindset. • ITIL certification or equivalent is a plus.

Why Join Us: • Lead the operational heart of a global IT service environment. • Shape service delivery in partnership with top-tier vendors. • Opportunity to influence process innovation and digital transformation.

Benefits: Flexible compensation (meal vouchers, childcare vouchers, health insurance). Personalized English classes with an in-house native teacher. Savings club with numerous discounts on a wide range of products and services (travel, online stores, etc.). Technical training on platforms such as Udemy, OpenWebinars, and Techdone, with the possibility of certification.

At CIVIR, we value diversity and support the inclusion of people with disabilities, giving priority to their applications. Don’t hesitate to apply to our job openings.