IT Service Delivery Manager at Discovery Limited

Key Purpose

•  The IT Service Delivery Manager is responsible for leading the design, implementation, governance, and delivery of IT Service and Operations Management functions for Global AI Platforms leveraged by multiple business units worldwide. This role ensures optimal system availability, performance, and reliability through proactive monitoring, maintenance, and continuous improvement, while fostering a customer-centric approach to service delivery.

Areas of responsibility may include but not limited to

Service Oversight: 

• Manage the end-to-end delivery of IT services to clients worldwide, ensuring performance and adherence to agreed-upon SLAs and KPIs.
• Drive cross-team collaboration and build collaborative relationships to encourage operational efficiency, innovation and continuous improvement from suppliers' operational services.
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, policies, and technologies associated with the process
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Client Relationship Management: 

• Serve as the primary point of contact for clients, fostering strong relationships and communicating service performance and needs.
• Engage with clients with respect to their problems/issues, development and support requirements to ensure a high quality and efficient customer experience.

Team Leadership: 

• Lead and mentor global teams, including service desk analysts, technical specialists, and operations staff, to achieve performance goals and professional development. 

Service Improvement: 

• Develop and implement service improvement plans based on performance data, client feedback, and industry best practices to enhance efficiency and quality. 

Strategic Planning: 

• Contribute to strategic planning and execution of international IT projects to align services with organizational objectives. 

Budget and Resource Management: 

• Manage service budgets and allocate resources effectively to optimize costs and maintain service standards. 

Incident and Problem Management: 

• Act as an intervention manager for escalated incidents, applying ITIL-based processes to ensure swift and effective resolution. 

Risk and Compliance: 

• Oversee risk identification and mitigation strategies, ensuring compliance with global IT policies, security standards, and relevant regulations. 

Stakeholder Communication: 

• Facilitate effective communication between IT teams and business stakeholders across different regions and cultures. 

Vendor Management: 

• Oversee relationships with internal service providers and third-party vendors providing hardware, software, and support services.

Site Reliability Engineering

• Embedding Site Reliability Engineering practices and culture across the business including proactively enhancing Monitoring and Observability across the Products, Services and Platform.

Personal Attributes and Skills

• Fast learner who takes initiative
• Strong and professional communication
• Attention to detail
• Ability to work under pressure
• Adapting and responding to change
• Energetic team player
• Optimizes work processes
• Plans and aligns
• Self-development
• Action oriented

Education and Experience

Education: 

• A degree in Computer Science, Information Technology, or a related field is often preferred, though equivalent experience is accepted. 

Leadership Experience: 

• Significant experience leading and empowering diverse and cross-functional teams to meet business objectives. 

ITIL Knowledge: 

• Proficient experience in ITIL frameworks and their application to service management processes. 

Performance Monitoring: 

• Expertise in monitoring and analyzing service performance metrics, including SLAs and KPIs. 

Risk Management: 

• Substantial experience in risk identification, mitigation, and compliance. 

Interpersonal Skills: 

• Strong communication, negotiation, and stakeholder management skills. 

Strategic Thinking: 

• Capability in strategic planning and execution to support global operations. 

Experience:

• Minimum of 5 Years of Management Experience in an Operations or Development Role
• Software Development/Delivery experience is an advantage
• Experience in ITIL processes such as Incident Management, Problem Management, Change Management and Continual Service Improvement