Overview
Freelance Global Service Delivery Manager - 6-12 Month Contract We are looking for an experienced Service Delivery Manager to join our client on a 6-12 month freelance contract. This is a fantastic opportunity to play a key role in shaping and strengthening their global service delivery function, ensuring smooth collaboration between internal teams and external vendors while driving service excellence across the business.
Details
* Duration: 6-12 months (freelance contract)
* Location: Parma, Italy — travel required to Parma, with on-site presence during key phases
* Start Date: ASAP
Responsibilities
* Lead and develop the service delivery function to align with evolving business needs.
* Oversee the end-to-end delivery of IT and digital services, ensuring efficiency, compliance, and high customer satisfaction.
* Foster a culture of service governance and continuous improvement.
* Collaborate with internal stakeholders and external partners to ensure resources are allocated effectively.
* Monitor performance against SLAs and KPIs, driving corrective actions where necessary.
* Analyse third-party and internal processes, creating strategies for optimisation.
* Prepare and present performance reports to leadership, highlighting achievements and areas for improvement.
* Lead service delivery meetings with vendors and internal teams.
Ideal Profile / Qualifications
* Proven experience in Service Delivery Management within a global organisation.
* Strong knowledge of SLAs, KPIs, XLAs, and ITIL-based processes.
* Understanding of Service Desk, Infrastructure Operations, and AMS services.
* Excellent communication and stakeholder management skills.
* Relevant certifications (e.g., ITIL) would be an advantage.
* Ability to operate in international, multicultural environments.
If you're a Service Delivery professional who thrives in dynamic, global environments and you're open to working in Italy, we'd love to hear from you.
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