Service Delivery Manager – RDT Digital Operations and Reliability

Role Overview

The Specialist Service Delivery Manager (SDM) is a strategic leader responsible for service scope expansion, driving operational excellence, and directing the AI and Automation Roadmap.

What You Will Do

You will oversee the efficient and effective delivery of all managed services, serve as the main technical and procedural authority, and manage complex stakeholder interactions.

Why It Might Be a Fit

This role is designed to lead Vendor Performance Management and to foster a culture of Continuous Service Improvement (CSI) within the Engineering L1 Support Team as part of the Global Operations organization.

Requirements

• Demonstrated experience in vendor management and fostering a Continuous Service Improvement (CSI) culture in complex environments.
• In-depth knowledge of service management (ITIL, etc.).
• Experience leading the creation and maintenance of key operational documentation and the onboarding and offboarding process.
• Expert in measuring, analyzing, and managing vendor performance to reduce costs and mitigate risks.
• Demonstrated experience in defining and maintaining a Vendor Performance Dashboard.
• Knowledge and experience in implementing AI and Automation solutions within service operations.
• Highly collaborative leader with a proven track record in leading cross-functional global initiatives.