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For Companies At a Glance
- Tasks: Lead a Service Delivery Team and manage IT services for the EMEA West region.
- Company: Join Aristocrat, a global leader in gaming content and technology.
- Benefits: Enjoy flexible working options and a robust benefits package.
- Why this job: Be part of a diverse team that values individual differences and promotes employee wellbeing.
- Qualifications: 5+ years in IT service management with strong technical skills and ITIL V4 certification.
- Other info: Onsite work required 4-5 times a week in central London.
The predicted salary is between 48000 - 72000 £ per year.
We are looking for a Service Delivery Manager to join our team in London. You will be responsible for currently managing a Service Delivery Team lead and it is likely you will be adding to your team in the future.
What You’ll Do
About The Role
This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region of the world. It includes people management responsibilities for the Service Delivery staff in EMEA West, who form part of the Global Service Desk and regional on-site teams, via direct management of the Service Desk Team Leaders in this region. The Service Delivery Manager provides a key operational link between EMEA West and the Aristocrat Global IT teams across the world.
The Aristocrat Global IT team is responsible for the design and development of the architectures to support and enable the global business. It is a global function with various functional centers of excellence across the world. This role will engage and collaborate with key IT teams between Sydney, Las Vegas, UK and India with an increasingly growing footprint globally.
This role will champion effective use of IT services and facilities in EMEA West by liaising with key executives, management and staff. This position will be responsible for consolidating the EMEA West On Site IT support team into one Global IT Operational Support organization providing a single point of contact for all service requests and incidents. This team will support the business by delivering the services defined in our Service Catalogue to the business and deliver them within the agreed Service Levels. The person in this role will perform commercial transactions in line with the approved Delegated Level of Authority and is responsible for the IT Service Delivery EMEA financial plan.
Please note this role is to be based onsite 4 to 5 times a week at our central London office (Near Covent Garden).
What We’re Looking For
Key functions of this role include:
- People management of a teams based in the EMEA West region.
- Manage and set key performance objectives and targets for the EMEA West Service Delivery team.
- Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region.
- Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms.
- Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint.
- Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s.
- Responsible for the development of Service Delivery strategies designed to achieve high quality, low-cost and low-touch delivery across all Service Delivery capabilities.
About You
- Experience in ITSM Platforms (preferably ServiceNow).
- Strong Technical Skills (incl. Microsoft Endpoint & Azure, Office 365, Active Directory, SCCM/MECM, Intune).
- Extensive vendor management experience.
- ITIL V4 certification (Foundations or greater).
- 5+ years in a similar role within a large multi-national or global organizations.
- Experience in large complex Service Delivery organizations spanning various countries and time zones.
Why Aristocrat?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V
- World Leader in Gaming Entertainment
- Robust benefits package
- Global career opportunities
Our Values
- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Travel Expectations None. #J-18808-Ljbffr
Service Delivery Manager employer: Aristocrat
Contact Detail:
Aristocrat Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarize yourself with ITSM platforms, especially ServiceNow, as this is a key requirement for the role. Consider taking online courses or certifications to boost your knowledge and demonstrate your commitment to mastering these tools.
✨Tip Number 2
Highlight your experience in managing diverse teams across different time zones. Be prepared to discuss specific examples of how you've successfully led teams in a global context during the interview.
✨Tip Number 3
Showcase your vendor management experience by preparing case studies or examples of how you've effectively collaborated with external partners. This will illustrate your ability to manage relationships that are crucial for service delivery.
✨Tip Number 4
Understand Aristocrat's values and mission, particularly their focus on responsible gameplay and employee wellbeing. Be ready to discuss how your personal values align with theirs, as cultural fit is important for this role.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight relevant experience in IT service management and people management. Emphasize your familiarity with ITSM platforms, especially ServiceNow, and any technical skills that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service delivery and your understanding of the role's responsibilities. Mention specific examples from your past experiences that demonstrate your ability to manage teams and improve customer satisfaction.
Highlight Key Achievements: In your application, focus on quantifiable achievements in previous roles, such as improvements in service delivery metrics or successful team management. This will help illustrate your capability to meet the expectations outlined in the job description.
Showcase Cultural Fit: Research Aristocrat's values and mission. In your application, express how your personal values align with theirs, particularly regarding diversity, employee wellbeing, and responsible gameplay. This can set you apart as a candidate who fits well within their company culture.
How to prepare for a job interview at Aristocrat
✨Showcase Your People Management Skills
As a Service Delivery Manager, you'll be responsible for managing teams. Be prepared to discuss your experience in leading teams, setting performance objectives, and how you've successfully improved customer satisfaction in previous roles.
✨Demonstrate Technical Proficiency
Highlight your technical skills, especially with ITSM platforms like ServiceNow, and tools such as Microsoft Endpoint, Azure, and Office 365. Be ready to provide examples of how you've utilized these technologies to enhance service delivery.
✨Discuss Your Experience with Global Teams
Since this role involves collaboration with teams across different time zones and countries, share your experiences working in large, complex service delivery organizations. Emphasize your ability to navigate cultural differences and manage remote teams effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities in IT service management. Think about past challenges you've faced in service delivery and how you resolved them, particularly in relation to asset management and service improvement plans.
