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Service Delivery Manager


Information Technology
Shanghai - China

About us

Reporting to the Head of Service Delivery Management, you will be responsible for provisioning world class global IT Service Delivery for all IT services in your allocated location and/or you aligned domain e.g. Retail, HR, Finance, APAC etc.


Working across all IT Service Towers, you will ensure delivery of an effective and optimised service to your customers. You will be responsible for ensuring that the support of IT services is delivered to agreed standards.  You will also be responsible for relationships with the support partners who provide first, second and/or third line support for your aligned domain/location. You will provide input and support into IT projects ensuring that a robust service model is defined and that the project is smoothly transitioned into BAU.  Additional hours and on call as required to fulfil duties.  You will work in a highly matrix managed organisation across technologies and locations where required.

About the role

You will be responsible for;


Strategy & Planning

  • Ensuring IT services are designed and delivered in-line with the Global IT Strategy

  • Defining and delivering continuous improvement programmes so that, where applicable, IT delivers a continuously improving service to the business.


Service Design and Transition

  • Input to the requirements gathering and design stages of IT projects on a consultancy basis to ensure that IT Service requirements are defined and taken into project delivery consideration.

  • Managing the design of any new/amended service to ensure all elements of support are covered including but not limited to, support requirements, availability, capacity, 3rd party, technology etc.

  • Reviewing business cases to ensure the budget requested includes all of the items included in the design of the new/amended service.

  • Working with the IT project teams and the Service Transition team to ensure that post live support documentation is completed to an acceptable standard and that new/amended IT Services are transitioned smoothly into service operations.

  • Supporting the creation and management of support models for new/amended IT Services within your domain/location

  • Ensuring new and amended services are delivered in a stable, fit for purpose state by agreeing and managing relevant acceptance criteria.

  • Engaging with the IT service desk teams to ensure all support requirements for new/amended IT Services are managed through transition to delivery into level 1 support.

  • Overseeing plans for and the operation of early life support for new/amended services.

  • Feeding any, escalations in relation to service go live to the Head of Service Delivery and Service Transition Manager.


Service Operations

  • Acting as a point of escalation within the domain for major incidents including the creation and publication of major incident reports to IT and the business area impacted. 

  • Ensuring that actions associated to major incident reports are completed within an acceptable timeframe to reduce the likelihood and impact of the incident reoccurring.

  • Acting as the duty manager outside of core working hours to co-ordinate and communicate any high priority incidents in line with the standard incident management process.


Continual Service Improvement

  • Holding regular service review meetings with the business to feedback on performance and discuss continuous improvement opportunities.

  • Creating Service reporting to support service review meetings

  • Reviewing and reporting on the quality of service provision, incorporating service level data

  • Creation and delivery of a Customer Service Improvement Plan (CSIP) for your domain and ensure this is communicated to the relevant stakeholders.

  • Highlighting and supporting risks in the risk register for your domain and ensuring necessary risks are communicated to the relevant stakeholders. Lead risks to closure by ensuring they are mitigated or accepted by the relevant stakeholders.

  • Promoting a service improvement culture where IT teams are continually looking for ways to improve service and drive improvement plans and measure their effectiveness.


Stakeholder Engagement

  • Building strong relationships with the wider business to ensure regular communication of service improvements

  • Conducting business satisfaction surveys/interviews with the domain to ensure customer satisfaction is at an acceptable level and to lead actions to resolution to increase customer satisfaction

  • Reviewing end user surveys from your domain to identify service improvement opportunities

  • Acting as a point of escalation for key business stakeholders


Supplier Management

  • Establishing and maintaining effective partnerships with external suppliers, ensuring there is a shared vision and priorities and effective ways of working

  • In conjunction with the supplier owner, governing the supplier to ensure contract obligations are being delivered and SLA’s are being met.

  • Ensuring processes and procedures for supplier contract review are in place

  • Promoting the use of the supplier management framework across all IT suppliers

About you


  • Experience in IT Service Delivery, Service Operations or similar Business Team (Minimum 2 years)

  • Experience in successfully managing 3rd party suppliers (onshore and offshore)

  • Strong experience of working to ITIL processes and project management methodologies

  • Working knowledge of service management tools



Key Competencies:

  • Ability to work well without supervision and with a high degree of autonomy and responsibility.

  • Team-oriented interpersonal skills, with the ability to communicate effectively with a broad range of people and roles, including third parties, IT and business personnel.

  • Good understanding of technology and process optimization techniques e.g. standardisation, consolidation, simplification and automation and an appetite for continuous improvement.

  • Comfortable working outside of core working hours when necessary to complete tasks.

  • Able to travel to world-wide sites across the enterprise.


Competitive Compensation

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.