Global Service Delivery Manager

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Global Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.

Contract duration: 6 months, with the possibility of extension.

Core Responsibilities:

• Oversee end-to-end delivery of global desktop and end-user support services across multiple regions, ensuring performance consistently meets or exceeds SLAs and customer expectations;
• Act as the global Single Point of Contact (SPOC) and senior escalation point for the client;
• Own, grow, and develop the global account relationship, identifying expansion and cross-sell opportunities while leading by example;
• Provide leadership, direction, and coaching to regional delivery managers, service leads, and cross-functional teams across geographies;
• Govern service delivery across all regions in line with the contracted scope of work, managing scope changes and ensuring consistency of delivery;
• Establish and maintain global systems, processes, and methodologies (e.g. ITIL-aligned) that support standardized, scalable delivery of agreed services;
• Drive adoption of best business practices and harmonize ways of working across regions and sites;
• Identify service improvement opportunities globally and lead the implementation of initiatives that optimize service quality, efficiency, and cost;
• Ensure assets in scope across all regions are accurately tracked and registered in the asset management database, with regular audits and data quality controls;
• Oversee local and regional stock management, ensuring stock levels are optimized, assets are tracked, and storage standards are upheld at every site;
• Ensure the PC and end-user device lifecycle is managed consistently across regions in line with agreed client expectations;
• Take ownership of customer complaints and escalations at global level, ensuring root cause analysis and corrective and preventive actions are implemented;
• Lead the transition, onboarding, and launch of new services, sites, or regions with the client;
• Hold overall accountability for global invoicing, revenue assurance, and the achievement of financial targets (P&L, margin, and forecast accuracy);
• Manage global risks, compliance, and governance requirements, including data protection, security, and local regulatory differences;
• Manage subcontractors and third-party vendors to ensure service quality and contractual adherence across regions;
• Provide regular reports on global service performance, risks, and financials to senior management;
• Innovate and propose new improvement ideas, including automation, digital workplace, and AI-enabled service enhancements;
• Proven experience managing delivery of IT services across multiple countries and regions;
• Demonstrated financial management experience at a global level, including P&L ownership, budgeting, forecasting, margin management, and revenue assurance;
• In-depth understanding of IT industry dynamics, including end-user services, digital workplace trends, outsourcing models, and the competitive landscape;
• Strong critical thinking and problem-solving skills, with the ability to analyze complex, multi-region issues and drive sustainable solutions;
• High tolerance/evolved ability to lead and manage ambiguous situations;
• Excellent relationship-building skills, with the ability to engage and influence stakeholders from team level up to senior client executives;
• Superior verbal, written, facilitation, and presentation skills, including experience presenting to executive-level audiences;
• Strong collaboration and team leadership abilities, with experience leading and developing managers and cross-functional teams across regions;
• Effective time management and project management skills, with the ability to prioritize and balance multiple global initiatives simultaneously;
• Fluency in English required; additional languages are an advantage;
• Willingness to travel internationally as needed;
• ITIL Foundation certification or experience is a plus; additional certifications (e.g. PMP, ITIL 4 Managing Professional) are an advantage.

Diversity & Inclusion: Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

What's next? It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. The recruitment process starts with an HR discussion, followed by a technical test and a final talk with the hiring manager.

About us: We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients. We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses. If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place. This role is remote.