Publié il y a 4 mois
Service Delivery Manager
@ Davies
Télétravail au Canada
En bref
Davies is hiring a Regional IT Service Delivery Manager to ensure stable, reliable, customer-centric IT services across North America. The role owns end-to-end service delivery and the customer experience, leads major incident escalations, and bridges global IT strategy with regional business execution. Candidates must be located in the Canadian Mountain Time Zone, and the role is full-time with on-call escalation duties.
Salaire :
71 600 $–107 500 $ par année
Responsabilités :
- Own end-to-end IT service delivery across regional sites
- Lead major incident escalations and business-facing response
- Drive service improvement initiatives and quarterly SIPs
- Manage regional vendor relationships and SLA performance
- Ensure ITIL-aligned processes and compliance requirements
Résumé des exigences :
- 10+ years in IT service delivery roles
- Experience managing regional or multi-site IT environments
- Strong ITIL service management background
- Experience in vendor and supplier management
- Willingness to participate in on-call escalation
Outils et compétences
Source et dates
Site carrière / système de candidatures · pinpoint
- Date publiée par l’employeur
- 2026-07-15
- Première détection par notre source
- 2026-10-29
- Mise à jour du dossier source
- 2026-10-29
Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.
Détails du poste
| Niveau | Senior |
| Domaine | Développement logiciel |
| Expérience | 10 an(s) et plus |
| Heures par semaine | 40 (estimé) |
| Déplacements | avion : modérés · route : minimes |
| Milieu de travail | Bureau, Chez les clients |
| Position | Surtout assis |
| Exigences physiques | physique faible · ordinateur élevé |
Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.
Davies
Profil d’entreprise sauvegardé
Renseignements historiques provenant d’un profil The Jobs API sauvegardé (champs LinkedIn/Crunchbase). Ils ne sont pas vérifiés en temps réel; les chiffres peuvent avoir changé. Les valeurs manquantes restent inconnues.
Description complète de l’entreprise
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, forensic accounting, customer experience, human capital, digital transformation & change management. Our global team of more than 8,500 professionals operate across 20+ countries, with large operational centres in the UK & U.S. Over the past ten years Davies has grown its annual revenues more than 25-fold, invested heavily in research & development, innovation & artificial intelligence (“AI”), platform integration & underlying business systems, colleague development, and client service. Today the group serves more than 1,700 insurance, financial services, public sector, and other highly regulated clients.
- Abonnés LinkedIn
- 86 771
- Personnes associées sur LinkedIn
- 5 692
- Bureaux déclarés
- 20 Gracechurch Street, 5, City of London, England EC3V 0AA, GB
- Catégories d’activité
- InsurTech
- Insurance
- Financial Services
- Commercial Insurance
- Autres noms enregistrés
- Davies Risk Services
- Davies
- Spécialités
- Insurance
- Claims
- Claims Management
- Professional Services
- Legal
- Consulting
- Technology
- Resourcing
- Lloyds
- Innovation
- Claims TPA
- Insurance law
- and Transformation
- Le profil indique une agence de recrutement
- Non
- Investissement total déclaré
- 369 038 848
La devise et la date d’observation ne sont pas fournies; ce n’est ni une valorisation actuelle ni une ronde de financement.
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution…
| Champ | Valeur |
|---|---|
| Secteur | Insurance |
| Taille | 5,001-10,000 employees |
| Siège social | City of London, England |
| Type d’organisation | Privately Held |
| Spécialités | InsuranceClaimsClaims ManagementProfessional ServicesLegalConsultingTechnologyResourcingLloydsInnovation |
| Offres sur Jobsy | 5 |
| Voir la page |
The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across North America. They will act as a Senior, business-facing service delivery leader for the region and own the overall service outcome and customer experience. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities.
The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives. Due to the nature of the role and collaboration across the larger team, candidates must be located in Canadian Mountain Time Zone.
Key Responsibilities
Service Delivery & Operations
- Own and oversee end-to-end IT service delivery across all regional sites.
- Ensure high availability, performance, and reliability of IT services.
- Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
- Leads complex escalations and the business-facing response to major incidents.
- Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
Stakeholder Management & Engagement
- Act as the primary interface between global service owners, local IT teams, and regional business leadership.
- Build strong partnerships with business leaders, site managers, and country IT teams.
- Facilitate regular service reviews, performance reporting, and feedback sessions.
- Translate business feedback and operational pain points into actionable service improvement initiatives.
- Communicate risks, impacts, and service updates proactively across stakeholders.
Service Governance & Continuous Improvement
- Ensure adherence to ITIL-aligned processes and global IT standards.
- Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
- Monitor service performance using dashboards and reporting frameworks.
- Lead monthly operational and service review meetings.
Incident, Problem & Change Management
- Reduce major incidents and improve SLA Performance achievement.
- Drive proactive problem management to eliminate recurring issues.
- Ensure high change success rates and minimize emergency changes.
- Support smooth coordination of maintenance activities and releases.
Service Transition & Project Support
- Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
- Partner with project teams to ensure operational readiness and service acceptance criteria are met.
Vendor & Supplier Management
- Manage regional vendor relationships and performance.
- Ensure vendors meet contractual SLA obligations.
- Lead structured vendor governance, performance reviews, and escalations.
Capacity Planning & Compliance
- Support capacity and demand planning to meet regional business needs.
- Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.
Risk & Compliance Management:
- Ensure adherence to IT governance, compliance, and security policies.
- Manage service-related risks and escalate where appropriate.
- Drive initiatives to improve audit readiness and regulatory compliance.
Skills, Knowledge & Expertise
Experience and Education
- Proven experience (typically 10+ years) in IT Service Delivery roles
- Demonstrable experience managing regional or multi-site IT environments.
- Experience working within global / matrixed organisations.
- Strong background in ITIL-based service management frameworks.
- Experience in vendor and supplier management.
- Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
- Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Knowledge of core IT services (EUC, Networks, Cloud, Applications).
- Understanding of service metrics (SLA, XLA, KPIs) and reporting.
- Awareness of governance, risk, and compliance requirements.
- Awareness of AI and automation and their use in improving service delivery and user experience.
- Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills
Essential Requirements
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.
Journal
Visible seulement par vous. Conservé sur cet appareil, et dans votre compte une fois connecté.