At a Glance
- Tasks: Lead a global deskside team to deliver top-notch end-user support and service excellence.
- Company: Join Brookfield, a dynamic company with a collaborative culture focused on long-term success.
- Benefits: Enjoy a positive work environment, competitive salary, and opportunities for professional growth.
- Other info: Be part of a culture that values respect, safety, and continuous improvement.
- Why this job: Make a real impact by improving global service delivery and enhancing user satisfaction.
- Qualifications: 5+ years in IT service delivery with strong leadership and ITIL experience.
The predicted salary is between 80000 - 100000 £ per year.
Location: London - One Canada Square, Level 25
Brookfield has a unique and dynamic culture. We seek team members who have a long‑term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.
Builds and leads a high‑performing, globally aligned deskside organization that delivers exceptional end‑user support. Aligns ITIL‑based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes.
Key Responsibilities:
- Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews.
- Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard.
- Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows.
- Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook.
- Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.
- Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes.
- Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance.
- Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs.
Key Deliverables:
- Defined global operating model with clear accountability and standardized workflows.
- Reduced regional process variation and improved cross‑region collaboration to 90%.
- Measurable improvements in SLA performance, MTTR and CSAT to 90%.
- Improve interaction with SNOW, reducing handoff and escalation delays by 90%.
- Enforce SOP adoption rate >= 90% compliance across regions.
- Deliver continuous improvement initiatives >= 1 per quarter.
- Improve Asset Accuracy: >= 98% inventory accuracy globally.
- Embedded culture of continuous improvement through structured reviews and a functioning improvement council.
Required Experience:
- 5+ years of IT service delivery experience with a focus on deskside operations.
- Proven success leading global initiatives and implementing ITIL service models.
- Experience translating ITSM frameworks into operational execution across regions.
- Strong proficiency in ServiceNow reporting and endpoint management solutions.
- Excellent analytical, communication and executive stakeholder management skills.
Skills & Qualifications:
- Leadership and organizational alignment across global teams.
- Deep understanding of ITIL frameworks and service management principles.
- Ability to develop and monitor KPIs and performance dashboards.
- Cross‑regional coordination and change management skills.
- Competency in data integrity, reporting and continuous improvement.
Preferred Qualifications:
- ITIL v4 Foundation certification.
- Experience leading global hardware lifecycle or knowledge management programs.
- Experience integrating service delivery with ITSM processes in multinational environments.
Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment. We are proud to be an equal opportunity employer.
Service Delivery Manager (Global) in London employer: Brookfield Asset Management
Brookfield is an exceptional employer, offering a dynamic work environment in London that fosters collaboration and innovation within the Capital Markets team. Employees benefit from a strong focus on professional growth, with opportunities to engage in high-profile projects like the partnership with Bloom Energy, while enjoying a culture that values integrity, teamwork, and shared success.
Contact Details:
Brookfield Asset Management Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (Global) in London
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We think you need these skills to ace Service Delivery Manager (Global) in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Brookfield Asset Management.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Brookfield Asset Management. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Brookfield Asset Management
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
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Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
