IT Service Delivery Manager - Enterprise Service Operations

Our AVI IT Shared Services Division is the backbone of AVI’s operational efficiency. As a proud SAP house, we utilise world‑class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting‑edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.

AVI IT Shared Services is seeking a seasoned Service Delivery leader to take accountability for the performance, stability and credibility of the enterprise Service Desk environment.

This is a senior operational leadership role, responsible for shaping how IT service delivery is experienced across the business. The role reports into the Infrastructure Executive and operates as the central authority for Service Desk performance, escalation management and service governance.

• Full ownership of major incidents and escalations
• SLA governance across internal and third‑party support teams
• Structured reporting of service performance and operational risk
• Early identification of recurring issues and exposure areas
• Ongoing refinement of processes, controls and service standards

This role requires someone who can engage constructively with technical executives, represent Service Delivery with credibility, and translate technical risk into business impact.

• Strengthen governance and operational accountability
• Embed measurable service discipline
• Build leadership capability beneath you in line with succession planning
• Elevate the standing of IT Service Delivery within the Group
• Drive the evolution from reactive support to structured service management

• Escalations are owned and closed with clarity and accountability
• Service risk is visible and managed proactively
• The business experiences consistency and reliability
• Second‑line leaders are developed and succession‑ready
• Service standards are defensible, measured and sustainable

• 10–15 years managing multi‑disciplinary IT technical teams
• 8+ years leading a Service Desk or contact centre environment
• Proven management of third‑party IT service providers
• Strong exposure to enterprise client hardware, operating systems and SAP environments
• Advanced understanding of IT Service Management frameworks (ITIL Managing Professional preferred)

• MDP (Management Development Programme)
• Diploma in Information Technology or Computer Science
• ITIL Foundations

• SMDP (Senior Management Development Programme)
• Tertiary Degree or Diploma in Information Technology or Computer Science
• ITIL Managing Professional or Strategic Leader

• Calm and decisive under pressure
• Structured and analytical in your approach
• Comfortable engaging at senior management level
• Firm but fair in holding teams accountable
• Intentional about developing future leaders

• Enterprise Impact:
  Support and strengthen the operational backbone of industry‑leading brands, ensuring service reliability at scale.
• Accountability with Authority:
  Operate in an environment that values ownership, structure and disciplined delivery.
• Collaborative Strength:
  Work alongside experienced professionals across technical and business functions, where credibility is built through performance.
• Leadership Legacy:
  Shape a high‑performing Service Desk function and develop the next generation of leaders within IT Service Delivery.

AVI Shared Services is built on consistency, resilience and continuous improvement. This role offers the opportunity to lead from the front to stabilise, strengthen and elevate enterprise service delivery while building capability beneath you.

If you are an experienced Service Delivery leader who values structure, thrives under accountability, and is ready to shape a function rather than simply manage it, we invite you to apply. Step into a role where delivery matters and leadership leaves a legacy.