Global 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.

• 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.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this…