- Experience
- 16+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 10 hours ago
- Work mode
- In office
- Education
- Bachelor's degree in IT or related field
- Resume
- Required to apply
Job description
Overview
NextEra is seeking a seasoned Service Delivery Manager to oversee service governance, operational performance, stakeholder interactions, and ongoing improvements within a large IT Shared Services environment. This role serves as the main liaison between business stakeholders, internal IT departments, and third-party vendors, ensuring top quality service delivery, adherence to SLAs, and excellence across multiple entities.
Key Responsibilities
- Lead comprehensive service governance ensuring compliance with IT service management standards, policies, and audit requirements.
- Track and manage SLA and KPI metrics related to incidents, service requests, and operational support functions.
- Develop and deliver service dashboards, performance reports, and summaries for executive leadership.
- Serve as the main contact for business stakeholders and administer service review meetings.
- Manage issue resolution, escalation processes, and communications during critical incidents.
- Identify opportunities to improve service delivery through automation, enhanced efficiency, and optimization projects.
- Collaborate with OEMs, vendors, and external service providers to ensure contractual commitments and service standards are met.
- Provide leadership and strategic direction to teams including Helpdesk, Application Support, Infrastructure, and Operations.
- Encourage teamwork between technical and business units to ensure a unified customer experience.
Required Skills and Expertise
- Extensive knowledge of IT Service Management (ITSM) and governance frameworks such as ITIL and COBIT.
- Practical experience using ITSM tools like ServiceNow, Remedy, or equivalent platforms.
- Exceptional stakeholder management, communication, and leadership skills.
- Proficiency in managing SLA/KPI reporting and operational governance.
- Demonstrated success in handling major incident management, escalations, and service improvement initiatives.
- Experience operating in enterprise-level, multi-vendor environments.
Qualifications
- Bachelor's degree in IT, Computer Science, or a related field.
- At least 16 years of IT experience with 3 to 5 years in Service Delivery leadership roles.
- Relevant certifications such as ITIL v4 Managing Professional, PMP, PRINCE2, or COBIT are strongly preferred.
- Experience supporting shared or managed services environments is advantageous.