Senior Global Service Delivery Manager

2 weeks ago


Bloomington, United States Korn Ferry Full time


Title: Senior Global Service Delivery Manager


Location: Remote (Prefer candidates near Parsippany, NJ)


Client Industry: Pharma


We have partnered with our client in their search for a Senior Global Service Delivery Manager. As the Senior Global Service Delivery Manager, you are responsible for overseeing the delivery and continuous enhancement of IT services across the organization. This pivotal role ensures high-quality outcomes by managing daily IT operations, developing service delivery strategies, and fostering continuous improvement. Your leadership will drive service excellence across global operations, including compliance with service level agreements (SLAs) and maintaining strong relationships with stakeholders.


Responsibilities

  • IT Service Delivery Management: Coordinate the delivery of IT services, ensuring SLA compliance and high customer satisfaction across ITSM processes like Incident, Requests, Knowledge, and Change Management.
  • ITSM Tool Oversight: Manage the daily operations, improvements, and enhancements of ServiceNow, ensuring optimal functionality and user support.
  • Service Level Management: Define and monitor SLAs, ensuring services are delivered within established timeframes, quality standards, and budgetary constraints.
  • Project Management: Oversee IT projects from planning through completion, ensuring effective communication and execution.
  • Vendor Management: Work with vendors and service providers to meet service expectations, optimize costs, and align with organizational goals.
  • Stakeholder Management: Build and maintain relationships with internal teams, clients, and vendors, serving as the primary contact for service-related matters.
  • Service Desk Leadership: Lead the service desk team, promoting timely and effective service delivery, resolving complex issues, and guiding incident resolution.
  • Global Support: Manage global IT support activities across various locations, including offices and production sites in the US and Germany.
  • Continuous Service Improvement: Identify and implement initiatives to improve service quality, efficiency, and effectiveness, regularly optimizing IT service processes.
  • Performance Monitoring: Develop and track KPIs and metrics to assess IT service performance, reporting on trends and opportunities for improvement.
  • Team Leadership and Development: Mentor and develop the IT service delivery team, fostering a positive and productive work environment and promoting continuous learning.
  • Compliance and Risk Management: Ensure adherence to relevant policies and regulations, and identify and mitigate risks to service delivery and business operations.

Required Skills and Qualifications

  • Minimum of 12 years in IT service desk and delivery roles, with at least 8 years in a leadership capacity.
  • Bachelor's degree in Computer Science, Information Technology, or related field. ITIL Certification strongly preferred.
  • Proven ability to lead a global team, including managing offshore vendors, with strong project management capabilities.
  • Extensive knowledge of IT Service Operations, ITSM tools, and current IT technologies and trends.
  • Excellent problem-solving skills with a detail-oriented and analytical approach to data and trend analysis.
  • Strong ability to communicate effectively and influence stakeholders at all levels; capable of leading collaborative initiatives and training sessions.
  • Solid background in continuous improvement methodologies, committed to staying updated with technology trends and best practices.

Preferred Characteristics

  • Demonstrated ability to drive tasks to completion while managing multiple projects and priorities.
  • A commitment to fostering a culture of continuous learning, improvement, and operational excellence within the IT team.



About Korn Ferry


Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at ;/span>


  • CRM Senior Manager

    21 hours ago


    Bloomington, United States Donaldson Full time

    Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make...

  • CRM Senior Manager

    6 days ago


    Bloomington, United States Donaldson Company Full time

    Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make...

  • CRM Senior Manager

    5 days ago


    Bloomington, United States Donaldson Company Full time

    Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make...


  • Bloomington, United States Cook Group Full time

    Overview: The Senior Manager, Procurement Category owns the development and execution of comprehensive strategic sourcing plans for defined spending categories. This includes, defining and leading the sourcing strategy across all phases. Conducting market analysis, selecting suppliers, and managing supplier relationships. Mitigating supply risks, negotiating...


  • Bloomington, United States Schwan's Full time

    Schwan's Company Senior Manager Continuous Improvement Bloomington , Minnesota Apply Now Senior Manager Continuous Improvement. SFC Global Supply Chain, Inc., a subsidiary of Schwan’s seeks a Senior Manager Continuous Improvement in Bloomington, Minnesota. This position is responsible for contributing to best performance within the Global Supply Chain by...


  • Bloomington, United States MRINetwork Jobs Full time

    Job DescriptionJob DescriptionThis position will be responsible for developing and executing Category Strategies for defined areas of spend specifically in outsourcing and/or Contract manufacturing. The role involves defining and establishing the Sourcing Strategy and leading the strategic sourcing process. The ideal candidate will possess subject matter...


  • Bloomington, Illinois, United States BAE Systems Full time

    Job Description BAE Systems is looking for an experienced Senior Program Manager (PM) to provide management, direction, administration, quality assurance, and leadership of the execution for a program to provide enterprise IT services for the United States Army Corps of Engineers (USACE). The position manages, coordinates, plans, organizes, controls,...


  • Bloomington, Illinois, United States BAE Systems Full time

    Job Description BAE Systems is looking for an experienced Senior Program Manager (PM) to provide management, direction, administration, quality assurance, and leadership of the execution for a program to provide enterprise IT services for the United States Army Corps of Engineers (USACE). The position manages, coordinates, plans, organizes, controls,...


  • Bloomington, United States Catalent Inc Full time

    Senior Director, Technical Services page is loaded Senior Director, Technical Services Apply locations Bloomington, IN time type Full time posted on Posted 3 Days Ago job requisition id 0081647 Job Title: Sr. Director, Technical Services Location: Bloomington, IN Position Summary: Catalent Biologics is a fast-growing business within Catalent Pharma Solutions...


  • Bloomington, United States Saluda Medical Full time

    Saluda Medical is the pioneer in closed-loop Spinal Cord Stimulation (SCS), a ground-breaking SCS therapy that can measure the spinal cord’s response to stimulation and make real-time adjustments to therapy. Saluda is a global company with headquarters in Australia and offices in the United States and Europe. At Saluda, we challenge boundaries. We innovate...


  • Bloomington, United States Cook, Inc. Full time

    The Senior Category Specialist will ccollaborate with Global Directors and Category Managers on sourcing initiatives, supplier management, cost optimization, and risk mitigation strategies for both Indirect and Direct Procurement, refining processes Specialist, Senior, Operations, Monitoring, Supply Chain, Procurement, Manufacturing, Business Services


  • Bloomington, United States Cook Full time

    The Senior Category Specialist will ccollaborate with Global Directors and Category Managers on sourcing initiatives, supplier management, cost optimization, and risk mitigation strategies for both Indirect and Direct Procurement, refining processes Specialist, Senior, Operations, Monitoring, Supply Chain, Procurement, Manufacturing, Business Services


  • Bloomington, United States Donaldson Company Full time

    Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make...


  • Bloomington, Illinois, United States Capital One Full time

    Center , United States of America, McLean, VirginiaSenior Manager, Senior Counsel - Cybersecurity The Capital One Legal Department is seeking a dynamic mission-driven attorney who is passionate about security to join its Cyber Legal team. About the Role: As a member of the cyber legal team, you will have an opportunity to directly influence how Capital One...


  • Bloomington, United States Donaldson Company Full time

    Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make...


  • Bloomington, United States Cook, Inc. Full time

    The Senior Category Specialist will support Global Directors and Category Managers Indirect and Direct procurement categories to learn categories, suppliers, processes and strategies. Responsibilities - Engage with category managers to learn categori Specialist, Senior, Manufacturing, Technology, Manager, Procurement


  • Bloomington, United States Pearson Full time

    ts offered is here here . umer. Learn more at We are Pearson. We value the power force, navigate to: Diversity, Equity & Inclusion at Pearson. If you are an indi dations by emailing ppsmhr@pearson.com. Note that the info Job Information Corporate Strategy & Technology Senior Cloud and Hosting Services Engineer in Bloomington , Minnesota We are the world's...


  • Bloomington, United States Insight Global Full time

    Insight Global is searching for a Service Desk Specialist that will be responsible for supporting network operations by responding to customer inquiries, diagnosing central issues, tracking relevant information, and pursuing corrective action to resolve various network issues. Responsibilities will include troubleshooting, monitoring, tracking, resolution,...


  • Bloomington, United States Insight Global Full time

    Insight Global is searching for a Service Desk Specialist that will be responsible for supporting network operations by responding to customer inquiries, diagnosing central issues, tracking relevant information, and pursuing corrective action to resolve various network issues. Responsibilities will include troubleshooting, monitoring, tracking, resolution,...


  • Bloomington, United States Insight Global Full time

    Insight Global is searching for a Service Desk Specialist that will be responsible for supporting network operations by responding to customer inquiries, diagnosing central issues, tracking relevant information, and pursuing corrective action to resolve various network issues. Responsibilities will include troubleshooting, monitoring, tracking, resolution,...