Service Delivery Manager

2 weeks ago

Göteborg, Sweden HCLTech Full time

Job Description

We are seeking a dynamic and experienced Service Delivery Manager to join our team supporting a global client. The ideal candidate will be responsible for leading digital workplace transformation initiatives, managing large-scale IT operations, and ensuring the highest standards of service delivery and client satisfaction.

Key Responsibilities

Oversee end-to-end IT operations devices via Microsoft Intune and manage mailboxes, application packaging, print services, and Power Platform governance.

Lead the transformation of Service Desk operations, including the integration of Gen AI-powered bots to enhance user experience and align with strategic business objectives.

Lead Power Platform transformation to optimize automation and application management.

Drive digital workplace transformation through agentic workflows in Microsoft 365 and Intune, piloting innovative use cases to improve organizational agility.

Maintain consistently high service performance and financial health for key accounts through proactive delivery and cost control.

Achieve substantial reductions in Service Desk volume while maximizing user satisfaction.

Collaborate with cross-functional teams and stakeholders to ensure technology initiatives are aligned with business goals.

Conduct regular service reviews, ensure SLA adherence, and promote a high-performance culture through leadership and mentoring.

Develop, implement, and monitor ITIL-based processes to ensure continuous improvement in service delivery.

Manage incident, problem, and change management processes to minimize service disruptions and ensure compliance.

Analyze service delivery metrics and prepare detailed reports for senior management, highlighting trends, risks, and opportunities for improvement.

Serve as the primary point of contact for client escalations, ensuring timely resolution and maintaining strong client relationships.

Identify and implement automation opportunities to streamline operations and reduce manual effort.

Support budgeting, forecasting, and P&L management for service delivery operations.

Lead and mentor a diverse team of IT professionals, fostering a culture of collaboration, accountability, and continuous learning.

Ensure compliance with security policies, data privacy regulations, and organizational standards.

Qualifications

Bachelor's degree in computer science, Information Technology.

10+ years of experience in IT service delivery management, with a focus on digital workplace transformation.

Strong expertise in Microsoft Intune, Microsoft 365, Citrix, Service Desk operations, and application packaging.

Experience with ITIL-based service improvements and AI-led automation.

Proven ability to manage budgets, drive cost control, and deliver high levels of client satisfaction.

Certified Scrum Product Owner (CSPO), ITIL Foundation, and Azure Fundamentals preferred.

Excellent leadership, communication, and stakeholder management skills.

Key Skills

Digital Workplace Transformation

Service Delivery & Governance

AI-Led Automation & Service Optimization

Project & Transformation Management

Budgeting & P&L Ownership

Service Desk Management

ITIL Foundation & Process Improvement

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