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- Tasks: Lead and manage IT service delivery for the EMEA West region, ensuring top-notch support.
- Company: Join Aristocrat, a global leader in gaming technology with a vibrant culture.
- Benefits: Enjoy competitive pay, career growth opportunities, and a dynamic work environment in central London.
- Why this job: Be part of a global team, drive impactful IT services, and enhance customer satisfaction.
- Qualifications: 5+ years in IT service management, ITIL V4 certified, and experience with ITSM platforms like ServiceNow.
- Other info: This role requires onsite presence 4-5 times a week in London, near Covent Garden.
The predicted salary is between 48000 - 72000 £ per year.
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. 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).
Key functions of this role include:
- People management of 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).
- ITIL V4 certification (Foundations or greater).
- 5+ years in a similar role within large multi-national or global organizations.
- Experience in large complex Service Delivery organizations spanning various countries and time zones.
IT Service Delivery Manager employer: Product Madness Inc
Contact Detail:
Product Madness Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL V4 principles, as this role heavily relies on IT Service Management frameworks. Consider joining online forums or local meetups to discuss best practices and trends in ITSM, which can help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the IT service delivery field, especially those who have experience in multi-national organisations. Use platforms like LinkedIn to connect with current employees at StudySmarter or similar companies, as they can provide insights and potentially refer you for the position.
✨Tip Number 3
Showcase your people management skills by preparing examples of how you've successfully led teams in previous roles. Be ready to discuss specific challenges you faced and how you motivated your team to achieve high customer satisfaction levels.
✨Tip Number 4
Research the latest trends in IT service delivery and asset management, particularly in the context of global operations. Being knowledgeable about current technologies and methodologies will not only impress interviewers but also show your commitment to continuous improvement in the field.
We think you need these skills to ace IT Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management, particularly in large multi-national organisations. Emphasise your people management skills and any specific achievements related to customer satisfaction and service improvement.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of IT Service Delivery Manager. Mention your familiarity with ITSM platforms like ServiceNow and your ITIL V4 certification, showcasing how these qualifications make you a strong candidate.
Highlight Key Achievements: When detailing your work experience, focus on key achievements that demonstrate your ability to manage service delivery teams effectively. Use metrics where possible, such as improvements in service levels or customer satisfaction scores.
Showcase Collaboration Skills: Since this role involves liaising with global teams, highlight any previous experience working with international teams or across different time zones. Discuss how you have successfully collaborated with various stakeholders to achieve common goals.
How to prepare for a job interview at Product Madness Inc
✨Showcase Your People Management Skills
As an IT Service Delivery Manager, you'll be responsible for managing teams. Be prepared to discuss your experience in leading and motivating teams, setting performance objectives, and how you've handled challenges in people management.
✨Demonstrate Your ITSM Knowledge
Familiarise yourself with IT Service Management (ITSM) platforms, especially ServiceNow if possible. Be ready to explain how you've used ITIL principles in previous roles and how they can benefit the organisation.
✨Highlight Your Experience with Global Teams
This role involves collaboration across various regions. Share examples of how you've successfully worked with international teams, managed time zone differences, and ensured effective communication.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think of specific instances where you've improved service delivery or resolved complex issues, and be ready to discuss the outcomes.
