Service Delivery Manager

Job Description:-

We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a luxury skincare brand undergoing a significant digital transformation. This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry. The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure, and service management, combined with project management skills and the ability to lead and inspire a team.

Key Responsibilities Leadership

1. Lead, inspire, and develop strategy for our service delivery and support desk team, building a scalable framework to support global business growth.
2. Manage the entire IT support team, including first and second line support and escalation to 3rd line support.
3. Serve as a subject matter expert, fostering a proactive learning environment, implementing industry best practices, and providing 3rd line escalation support.
4. Provide guidance and leadership during organizational change.

Project Management & Strategy

1. Develop ServiceNow ITSM to automate processes and create scalable solutions.
2. Collaborate with stakeholders to understand challenges and develop scalable solutions.
3. Manage IT project budgets and execute projects to modernize IT infrastructure with a cloud-first approach.

Qualifications & Characteristics

1. In-depth knowledge of Office 365, including advanced configuration and deployment using MDM tools.
2. Strong understanding of Microsoft Defender, Azure, and supporting cloud environments.
3. Experience with networking, security, and deploying SASE solutions.
4. 3-4 years in infrastructure engineering and 2-3 years in service desk management.
5. Experience working with retail IT environments.
6. Proven ability to manage daily service desk operations, monitor ticket flow, and ensure high customer satisfaction.
7. Technical expertise in ticketing systems, especially ServiceNow, with a solid understanding of ITIL processes.
8. Leadership skills to mentor and manage IT support teams.
9. Ability to work under pressure and manage multiple tasks efficiently.
10. Excellent communication skills, capable of interacting with C-suite and director-level employees.
11. Up-to-date knowledge of modern IT trends, security practices, and service delivery improvements.
12. Ability to foster a learning culture within the team.
13. Experience in budget planning and management for IT procurement and projects.
14. Experience supporting an expanding user base, including external partners.
15. Strong project management skills with a hands-on approach to transformational initiatives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

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