Job Title:
Global Service Delivery Manager
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About the Role:
The Global Service Delivery Manager will play a key role in shaping the organisation's IT service strategy, driving transformation in how application services are delivered and supported.
* Redefine service delivery models to optimise vendor ecosystems and embed governance frameworks across a complex environment of internal teams and third-party partners.
This is a permanent role, ideally based on-site in Parma with a hybrid setup (3 days/week preferred in office).
Responsibilities:
* Designing and embedding a scalable IT service governance model.
* Driving transformation in how application services are delivered and supported.
* Partnering with AMS teams and external vendors to align SLAs, support models, and performance metrics.
* Supporting internal teams through the adoption of a service-oriented mindset.
* Streamlining the vendor landscape to improve efficiency, reduce complexity, and enhance service accountability.
* Improving communication flows and accountability across the vendor landscape.
* Playing a key role in shaping long-term supplier strategy and service contract evolution across the organisation.
Requirements:
* Solid experience in IT service delivery and governance within complex, international environments.
* A proven track record of leading or supporting large-scale service management transformations.
* Experience managing outsourced delivery partners and multi-vendor environments.
* Familiarity with ITSM frameworks (e.g. ITIL) and tools such as ServiceNow.
* Strong communication and stakeholder engagement skills.
* Experience with enterprise applications, ideally including SAP (S/4HANA, ECC, Business One).
Key Skills:
* IT service delivery and governance.
* Service management transformations.
* Vendor management.
* ITSM frameworks and tools.
* Communication and stakeholder engagement.
* Enterprise applications (SAP).