Service Delivery Manager, Emea
London, United Kingdom
• Represented the ITS team in regular service reviews, ensuring adherence to SLAs and driving continuous service improvements.• Managed IT escalations across the EMEA region, applying strong problem-solving skills to resolve critical issues efficiently.• Cultivated and managed business relationships with stakeholders, ensuring their requirements were understood and met to drive satisfaction.• Oversaw both onshore and offshore teams, coordinating efforts to maximise efficiency and align with organisational objectives.• Ensured comprehensive documentation availability to support specific IT support needs and improve operational efficiency.• Supported the implementation of key initiatives, including office moves, application migrations, system upgrades, and acquisitions.• Collaborated closely with infrastructure and development teams to address problem management and ensure seamless issue resolution.• Implemented a proactive service delivery model, aligning with ITIL best practices to prioritise preventive actions and service excellence.• Demonstrated expertise in IT procurement and contract renewal negotiations, achieving cost-effective agreements that met business needs• Mentored and developed team members through structured training and coaching programs, enhancing skills and performance.• Holds a PRINCE2 Practitioner certification, showcasing expertise in project management methodologies.
