Global Service Delivery Lead

Job Type:
Analytics & BI, IT & Technical
Salary Description:
Competitive Salary Offered
Job Ref:

Global Service Delivery Lead

The Global Service Delivery Lead has responsibility for IT Service Delivery strategy, roadmap, and delivery of information technology services to serve global mining operations, and for providing leadership to Service Delivery resources located at mine sites and country/regional/corporate offices.

The holder of the position will maintain a strong customer relationship and strive to maintain customer satisfaction, while working collaboratively with central IT teams (e.g., Network, Cloud Engineering, Cyber Security) and regional IT business leaders to define, articulate, and champion the global initiatives.

Roles & Responsibilities
IT Service Delivery Management
• Develop and manage IT Service Delivery team goals, objectives, strategies, and budgets.
• Lead the site service delivery teams, manage conflict, and ensure the team's processes and tasks are carried out efficiently.
• Build and maintain strong relationships with customers.
• Establish and maintain strong relationships with vendors, service providers, and other business stakeholders to foster the company culture of “One Team, One Mission”.
• Assess customer feedback and use creativity to establish, improve, and refine services.
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
• Ensure adherence to established timelines, budgetary limits, policies, procedures, and guidelines in the delivery of IT services.
• Help define support models and Service Level Agreements (SLAs) for new applications or audiences.
• Vendor management and contract management for external providers.
• Oversee the acquisition, installation, maintenance, support, and replacement of company PC hardware, ensuring alignment with global IT standards and best practices.
• Manage PC/device asset management lifecycle.
• Maintain Service Delivery documentation and standards.

Project Management
• Determine and define scope and objectives for Service Delivery projects.
• Coordinate development of detailed project schedule and work plans.
• Monitor progress of key projects and report to management on a weekly basis.
• Accountable for tasks related to Service Delivery as part of global initiatives and applications roll-outs (e.g. ERP/HCM packages; Health & Safety applications).

Key Professional Attributes
• Strong technical background.
• Strong leadership skills.
• Self-motivated with strong sense of ownership for assigned projects/tasks.
• Exceptional organization and time management skills.
• Great interpersonal, teamworking and group communication skills.
• Comfortable working in a fast-paced business environment with requirements ambiguity and competing priorities.
• Ability to work with cross functional teams that are geographically disperse and from different cultural background.
• Ability to maintain positive attitude among adversities and technical roadblocks and constraints.

Education/Professional Requirements
• Bachelor’s degree in a business-related field (or equivalent experience) required.
• Minimum 15 years of IT experience, including IT service delivery components required.
• Expertise working with ticketing systems (ServiceNow preferred).
• Experience working in a multi-national company with distributed teams required.
• Experience working within Africa region preferred.
• Experience in the Mining industry preferred.
• ITIL Service Management Foundation certification required.
• PMP or equivalent project management certification preferred.

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Jennifer Innes

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