At a Glance
- Tasks: Lead global Field Support Services and ensure top-notch end-user support.
- Company: Join a leading global firm with a focus on innovation and excellence.
- Benefits: Competitive salary, career growth, and opportunities for transformation initiatives.
- Other info: Dynamic role with opportunities to mentor and develop future leaders.
- Why this job: Make a real impact by driving service delivery and leading global teams.
- Qualifications: Bachelor’s degree in IT and proven experience in service delivery leadership.
The predicted salary is between 60000 - 80000 £ per year.
The Tower Manager – Field Support Management (Service Delivery Lead – L3) is responsible for leading global Field Support Services across APAC, EMEA, and Americas. This role combines strategic leadership, L3 technical expertise, vendor management, and business ownership, ensuring high-quality end-user support, SLA adherence, and continuous transformation aligned with S&P Global objectives.
Key Responsibilities
- Lead and manage global Field Support Services tower across APAC, EMEA, and Americas
- Provide leadership to regional leads and managers, who will report to this role
- Ensure SLA/KPI adherence and drive improvements in CSAT/XLA globally
- Act as the primary escalation and governance point for major incidents and critical issues
- Provide L3 escalation support for complex enterprise issues where required
- Manage UK client stakeholders and ensure strong business alignment and relationship management
- Own vendor management, including performance, delivery quality, and contractual compliance
- Drive financial governance, including budgeting, cost optimization, and resource planning
- Lead and execute transformation initiatives (Smart Centers, proactive support model, AI/automation, virtual support)
- Drive global standardization of processes, tools, and operating models
- Oversee asset lifecycle, stock management, and CMDB accuracy across regions
- Collaborate with Service Desk, EUC, Network, and Security teams for end-to-end service delivery
- Mentor and develop teams, ensuring capability uplift and leadership pipeline
- Lead governance, reporting, and QBR reviews with senior leadership
Qualifications
- Bachelor’s degree in IT or related field (or equivalent experience)
- Proven experience in Field Support / EUC services
- Proven experience managing global operations and distributed teams (APAC, EMEA, Americas)
- Strong background in service delivery leadership, vendor management, and client engagement (UK/Global)
- Expertise in enterprise IT environments (Windows, O365, endpoint support, networking basics)
- Strong understanding of financial management, budgeting, and cost control
- Excellent leadership, communication, and stakeholder management skills
Mandatory Skills
- Delivery Management
SERVICE DELIVERY LEAD L3 employer: Wipro
At S&P Global, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Service Delivery Lead L3, you will have the opportunity to lead global teams across diverse regions while benefiting from comprehensive professional development programmes and a commitment to innovation. Our focus on employee growth, coupled with competitive benefits and a collaborative environment, makes S&P Global a rewarding place to advance your career in the fast-paced world of IT service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land SERVICE DELIVERY LEAD L3
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about introducing yourself. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Lead role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions related to service delivery and vendor management. Show them you’re not just a fit for the role, but also for their team!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show you were engaged and interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing familiar faces in our talent pool, especially for roles like Service Delivery Lead where your skills can really shine.
We think you need these skills to ace SERVICE DELIVERY LEAD L3
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Delivery Lead role. Highlight your leadership in global operations and any vendor management experience you've got. We want to see how you can drive improvements in service delivery!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Talk about your experience with SLA adherence and how you've managed client relationships in the past. We love a good story that shows your passion for service delivery!
Showcase Your Technical Expertise:Don’t forget to mention your technical skills, especially in enterprise IT environments like Windows and O365. We’re looking for someone who can provide L3 support, so make sure to highlight any relevant experience you have in that area!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Wipro
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around enterprise IT environments like Windows and O365. Be ready to discuss your experience with service delivery leadership and vendor management, as these are key for the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing global operations and distributed teams. Think about how you've driven improvements in CSAT/XLA and how you’ve mentored teams in the past.
✨Understand the Business
Familiarise yourself with S&P Global's objectives and how this role aligns with them. Be prepared to discuss how you can contribute to financial governance and cost optimisation while ensuring high-quality end-user support.
✨Engage with Stakeholders
Think about your approach to stakeholder management, especially with UK clients. Prepare to discuss how you've built strong relationships and aligned business needs with service delivery in previous roles.
