Who we are
Euromonitor International is the leading independent market research company; investigating and understanding what consumers want and need, helping businesses create products and services that cater to their preferences and trends. We are an organisation that champions flexibility, with opportunity to grow and be supported with continuous learning and development.
What you will be doing
The Service Delivery Manager will have responsibility for planning out the Core Processes that need to be defined, implemented, and improved in order of priority, e.g., Service Strategy, Service Design, Service Transition and Service Operation and Continual Service Improvement. The Service Delivery Manager owns the Service Desk Catalogue ensuring that services are delivered in line with agreed-upon service level agreements (SLAs).
The Service Delivery Manager will work with multiple stakeholders; Tech Leadership, the Global Service Desk Manager, Service Desk Leads on what new processes and improvements are to be rolled out, how it will be adopted and have responsibility for ensuring that the new processes are adopted consistently with the ability to measure success of those changes via a continuous improvement mindset.
The Technology Service Delivery Manager will be responsible for overseeing the delivery of internal services, optimising processes, and fostering a culture of excellence.
Key drivers
- There will be a sharp focus on the Core ITSM Processes in our Service Lifecycle that need to be defined, implemented, and manage the delivery and the change management to ensure that they are adopted across our regional Tech Services teams, looking at General Management practices, Service Management practices and Technical Management Practices, including:
- Service Strategy – The Service Delivery Manager will have responsibility for aligning IT Service Delivery strategy with the business goals & objectives. They will define the strategy, develop, and manage our IT services as strategic assets, service portfolio management, IT financial management, demand management and business influencing and relationship management.
- Service Design: The Service Delivery Manager will design & develop services and service management processes, including service architecture, technology, and processes.
- Service Transition: The Service Delivery Manager will design & develop the processes for managing the transition of services from development to Production and ensure this is rolled out globally. They will have responsibility for planning & coordinating resources & processes needed for deployment. They will ensure that there is a clear handover from project to operational.
- Service Operation: The Service Delivery Manager will look at the daily operation of IT services and how we are supporting our Euromonitor end-users. This includes defining, developing, and managing the rollout of Incident Management, Problem Management, Change Management, Release Management, Request Fulfilment, Access Management & IT Asset Management. The Service Delivery Manager will have responsibility for ensuring the changes are rolled out and new system processes adopted in our Halo ITSM tool along with the associated business change. Monitoring and reporting on key performance indicators, the Service Delivery Manager provides statistical analysis to improve overall service delivery. Lead on setting the SLAs and OLAs and monitor against agreed SLAs & OLAs.
- Continual Service Improvement: The Service Delivery manager will focus on improving the efficiency & effectiveness of IT services. This will involve monitoring & measuring performance to ensure adherence to agreed processes. They will also evaluate our processes & services with the goal of identifying areas for improvement, defining the improvements required in collaboration with the Service Desk Manager/ Service Desk Leads, and managing the rollout of those improvements, big or small. If organisational change is required, the Service Delivery Manager will project manage the delivery and associated business change management.
- ITIL Best Practice: The Service Delivery Manager will align our IT Service Management in line with ITIL4 best practices, prioritising across the 34 management practices under the 3 categories of General Management, Service Management and Technical Management practices, to provide effective Service Delivery to our Euromonitor internal clients.
- Business Relationship Management: highly effective Stakeholder Communication and Relationship Management. Have excellent communication skills, establish clear communication channels with the ability to engage confidently with multiple stakeholders at all levels across the organisation from end users to Managers, Directors, and the Leadership Team. This role is the face of our Service Delivery to the organisation and needs to be an ambassador for the team and the work we are doing and aim to do.
In addition to the above ITSM skills & experience & responsibilities, the Service Delivery Manager will additionally:
- Align Service Desk activities to Organisational and regional objectives and priorities.
- Support Service Desk Manager/Service Desk Lead to develop the team through supporting with performance monitoring & improvements of team members. Working with the Service Desk Manager/Service Desk Leads to improve productivity by working leveraging individual strengths, providing timely & direct feedback.
- Foster open communication & collaboration between Service Desk employees, other technology departments and the wider Euromonitor teams and leadership communities.
- Promote an ethos of continual improvement across the Service Desk, Enterprise Technology and Product Technology.
- Stay abreast of developments in the ITSM industry, making recommendations for change/adoption where appropriate for Euromonitor.
- Focus on vendor management and continually evaluate and strive to improve the technologies and 3rd party partners used to support the delivery of our services to our Euromonitor business clients.
- Regular communication with Country Managers to gather feedback, including complaints from all of our regional offices. Work with the Service Desk on remediations and improvements that need to be made and reporting back to the Country Managers and Tech Leadership on progress with those improvements on an agreed regular cadence. Keen focus on building and improving the relationship between the Service Desk and the regional offices to increase customer satisfaction.
- Build and maintain positive working relationships throughout the company.
- Deliver on all performance targets.
- Working with Global Service Desk Manager to ensure we are recruiting and retaining staff who have the technical and behavioural skills required for a high performing Service Desk team.
- Facilitate communication between team members to ensure that knowledge and training is shared across the team.
- Use your knowledge of our commercial environment to be an Ideas Contributor suggesting improvements to our systems, processes and ways of working to ensure we drive value for the organisation.
- Presenting new ideas/proposals/business cases to our business stakeholders, and working with them, as necessary, to refine the idea into a new project idea.
- Project manage Technical Services initiatives, as required, to ensure successful, on-time global delivery of new services/improvements in line with our new agreed ways of working. Schedule management, project highlight reporting and managing the roadmap, coordinating & working in conjunction with Service Delivery professionals to ensure the delivery remains on track.
- Ensure our agreed ways of working on Azure DevOps, Monday.com and our cross-functional dependencies are followed, as agreed. Providing feedback and input on how they can be improved and developed, as we embed this across the Enterprise Technology teams.
What you’ll need-
- ITIL 4 Foundation certification
- A positive, customer focused with “can do” attitude and a willingness to find solutions.
- Excellent project management skills and ability to drive organisational and technical change effectively.
- Self-drive and determination with a positive, innovative approach to working.
- A strong communicator able to engage and build & foster strong & positive relationships across the business at all levels.
- Fantastic organisational skills: clear ability to plan and prioritise effectively.
- Sound technical knowledge: good grasp of the technology we have and how that can be put to best use.
- Strong Team & People Management skills with a drive for continuous improvement in this area.
#LI-HYBRID #LI-RP1
What you’ll get -
Professional Development: Grow your career with opportunities within a consultative and professional environment
Flexible Work Schedule: Achieve a healthy work-life balance with our flexible work schedule options, including remote work opportunities and flexible hours
Positive Work Environment: Join a collaborative and inclusive workplace culture where your ideas are valued, diversity is celebrated, and teamwork is encouraged
Community Involvement: Make a positive impact in the community through our volunteer programs, charitable initiatives, and corporate social responsibility efforts
(and more….!)
Our Values
We act with integrity
We are curious about the world
We are stronger together
We seek to empower
We find strength in diversity
