Job Title

Position Overview Caldic, a rapidly growing company with tripled revenues in five years, is investing in IT capabilities as part of its 2027 strategic plan. The IT function is globalizing and modernizing, leveraging a blend of in-house strategy and third-party service providers. The Service Delivery Manager (SDM) plays a key role in ensuring high-quality IT services and support, managing SLAs, leading a service team, and driving continuous improvements. Reporting to the global IT organization with regional responsibilities, the SDM builds strong relationships with business service owners and IT providers, aligning service management with organizational goals. This role requires expertise in IT operations, security, infrastructure, collaboration tools, and end-user systems. The SDM oversees technical and non-technical staff, external partners, and service integrators to deliver seamless global IT services. The ideal candidate thrives on accountability, mentors teams, and fosters innovation to enhance service delivery and operational efficiency. Key Responsibilities Service Orientation: Establish and maintain strong relationships with stakeholders. Proactively anticipate customer needs/demand and challenges, offering solutions before the customer identifies them. Regularly gather feedback from users on service quality and responsiveness. Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders. Ensure SLAs are aligned with business objectives and monitor compliance against agreed targets. Leadership and Team Management: Provide clear direction and support team members in their roles. Conduct regular performance reviews and provide constructive feedback. Recognize and reward team contributions and successes. Prepare and manage budgets, monitor expenses across IT partners/services. Ensure cost-effective service delivery operations. Stakeholder Engagement and Communication Skills: Act as the primary interface between business stakeholders and the IT service delivery team. Serve as the point of contact for escalations regarding service performance levels and major incidents. Build and maintain strong relationships with customers to meet their needs and expectations. Accept, assess, and manage regional demand from business stakeholders; facilitate service transition for new IT services in the region. Present complex information in a straightforward manner to different audiences. Facilitate open dialogue and encourage feedback from team members and stakeholders. Prepare comprehensive reports and documentation for management review. Analytical and Problem-Solving Skills: Utilize metrics and KPIs to evaluate service performance and identify areas for improvement. Conduct root cause analysis on incidents and problems to prevent recurrence. Apply critical thinking to assess situations and propose effective solutions. Knowledge of IT Service Management Frameworks: Demonstrate familiarity with ITIL processes and methodologies. Apply ITSM best practices to manage incidents, problems, changes, and service requests effectively. Participate in and contribute to process improvement initiatives. Act as the regional Service Management champion, providing education and training to stakeholders to embed Service Management behaviors. Foster a culture of continuous learning and development. Service Management: Ensure consistent delivery of high-quality IT services. Oversee the IT service delivery process to enhance client satisfaction. Participate in SIAM Governance, representing regions in operational, service, and practice performance reviews. Lead responses to major incidents and service disruptions, coordinating resolution efforts and driving root cause analyses post-incident (including out-of-hours and follow-the-sun coverage). Risk Management: Conduct risk assessments for service impacts and take proactive measures to address them. Monitor compliance with internal policies and external regulations to minimize risks. Develop contingency plans to address potential service disruptions. Technology & Process Innovation: Identify and implement tools and technologies that support SIAM processes and efficiencies. Stay current with industry trends and emerging technologies relevant to Service Management and SIAM. Support the ITSM toolset, driving initiatives to improve process automation, service delivery efficiency, and end-user experience. Service Operations (ITIL Framework): Serve as the escalation point for incidents in the region, including acting as Major Incident Manager and covering for other regions. Drive dispute resolution, managing conflicts between service providers and internal teams. Key Relationships Internal: Peers and relevant IT Leadership (TLT) IT Regional Heads Global Workgroups and Project Steering Committees (includes PMO) Senior Management across the Regions Finance Resources Human Resources Internal Audit, Risk, and Compliance Departments External: External IT Partners (e.g., Service Desk, Modern Workplace Support, Infrastructure Support) 3rd Party Suppliers External Audit and Compliance Position Requirements & Key Abilities Essential: Degree in IT and ITIL/ Practice Manager/ Prince 2. 5+ years in IT service delivery/management. Proven experience managing cross-functional teams and working with multiple service providers (SIAM principles). Strong track record in defining and monitoring SLAs/OLAs, conducting service reviews, and implementing continuous improvement initiatives. Hands-on expertise in Change Management and Service Transition, including risk assessments and minimizing disruptions. Effective leadership in Major Incident Management, coordinating providers, and conducting Root Cause Analyses. Excellent communication, stakeholder management, analytical, and problem-solving skills. Desirable: Experience influencing senior (C-level) stakeholders and driving IT transformation. Familiarity with ServiceNow ITSM and cloud-based ERP/CRM systems (Microsoft or equivalent). Experience in M&A integration, consolidation, and collaboration. Background in IT industry standards, best practices, and trends. To learn more about Connell Caldic and our complete solutions offerings, visit . Caldic recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. Caldic is committed to seeking out and retaining top talent to ensure top business growth and performance. We want to ensure that we are actively listening to our employees at every level of the organization and creating an inclusive workplace culture that recognizes and values all backgrounds, voices, roles and contributions. To all recruitment agencies: Connell Caldic practices direct hiring and does not accept agency resumes. Please do not forward resumes to our jobs alias, Connell Caldic employees or any other organization location. Connell Caldic is not responsible for any fees related to unsolicited resumes**