About the role We are looking for an experienced ITIL Service Delivery Manager to manage and support the Enterprise Application landscape within International SOS. This is an excellent opportunity for someone with extensive experience in application support/IT looking to work in a global and diverse environment. This roles requires a strategic thinker capable of ensuring seamless 24 X 7 IT service delivery across multiple time zones, with an emphasis on performance metrics and reporting. Key responsibilities Managing the business-as-usual maintenance and support for the enterprise application within International SOS for an assigned business domain Engage and lead regular service review with IT stakeholders for assigned business domain Responsible for transitioning the service/application from project team to operations acceptance for the application in the assigned business domain Collaborates with IT business partners and project management office on successfully delivery of IT and business objectives and projects Leads coordination on Primary Incident and Major incidents on application stacks and service to the business lines for International SOS in close cooperation with sourcing partners and head of service lines in IT Shared Services. Service Management and Service Reporting: Oversees daily business as usual application management, outsourced to a partner. Oversees the management of the operational issues, inclusive of tracking escalated tickets and management of resolution times and root cause analysis to develop process improvements Responsible for the correct execution of the IT Service Management processes, to ensure reliable and highly available application landscape for the assigned business domain: Perform regular demand and capacity management reviews and ensure we meet growing business needs. Service Reporting: Plan, schedule, monitor and report on activities related to incident, requests, changes, and problem resolution. Incident, Requests, Change and Problem Management: Part of the global Incident Management team in a follow-the-sun model (24x7 support). Ensures agreed P1/MI process are followed and leveraging the IT and Business Stakeholders as applicable to successfully navigate through Priority 1 and Major Incidents and restore the IT services to minimize the service disruptions to the business Leads and executes the Major and Priority incident communication to IT and business stakeholders. Leads and supports the triaging of the incident in early stage, to ensure speedy service recovery. Ensure that the root cause analysis (RCA) and preventive measures for P1/MI are completed as per SLA and review the outcomes with the key business stakeholders Partner management for application maintenance and support in the assigned business domain: Perform regular updates on KPI/SLAs Ensure proper SOP/documentation is maintained by the outsourcing partner Collaborate with all internal IT teams to assure partner effectively delivers the contracted SOW Track, measure, report and evaluate partner performance for the assigned applications and business domain Customer and Client Services Engagement: Works closely with IT and Business stakeholders on process and technical needs, and prioritize initiatives throughout key business cycles and help achieve the business goals Collaborate with IT service desk and other IT teams for all incident, change and problem communications to the business Ability to be client-facing for technical issues/resolutions About you Extensive IT experience overall with a significant experience in Application support and / or IT service delivery management in a global environment. Proficiency in AWS/Azure/google cloud technology Experience to work in a global – matrixed organisation Experience to work in a global – always on organisation, where out of business hours working will be a requirement of the role Bachelor's degree in Information Systems, Computer Science or related technical discipline or equivalent work experience ITIL v 4.0 Foundation highly preferred; advanced ITIL certification a plus Familiarity with ITSM tools (e.g ServiceNow) and technologies Strong hands-on IT knowledge and technical acumen. Proven experience in IT service delivery management (global support) and incident management Benefits Warm, supportive, and open company culture Competitive salary and benefits An opportunity to thrive in a global environment Hybrid working Birthday holiday and option to purchase additional annual leave Comprehensive Benefits Package: Private Pension, Private Medical Insurance, Life Assurance and more LI EUROPE