Global Service Delivery Manager

Save the Children International has an exciting opportunity for a Global Service Delivery Manager to join our global team.

Team and Job Purpose
 

The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.

The purpose of this role is to ensure efficient and high-quality technology service delivery that aligns with organisational goals, by developing strategic plans, monitoring performance, managing risks, maintaining service documentation, supporting stakeholder communication, and handling escalated incidents.

Job Title: Global Service Delivery Manager

Reports To: Head of Technology Services Delivery

Work Pattern: Hybrid/Remote with flexible working options available 

Contract Length: Permanent

Grade: P4

Location: Any approved Save the Children International office location. For a full list of locations that Save the Children International can hire in, please visit: Hiring Locations

Time Zone (that the role holder must be available to work in): Europe, WCA, ESA, MENAEE Time Zones (UTC/GMT + / - 3 hours)

Right to Work: The successful candidate must possess the unrestricted right to work in their current or preferred location for the duration of employment. 

International Travel Requirements: Yes, up to 10% 

Budget Responsibility: None

People Management Responsibility: None

Principle Accountabilities

• Develop and execute strategic plans for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.

• Monitor and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to address and eliminate repeat issues.

• Support effective communication and engagement between IT and business stakeholders, ensuring that service reporting reflects business needs and supports organisational objectives.

• Identify and mitigate risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.

• Develop and maintain service documentation, including service definitions, service catalogues, and work orders, ensuring continuous alignment with organisational and stakeholder needs.

• Act as the intervention manager for escalated incidents, driving timely resolution and minimising service disruptions to ensure operational continuity.

Experience and Skills

1. Strategic Planning and Execution with ability to develop, implement, and align technology service strategies with organisational goals, formulating both tactical plans and long-term technology roadmaps to acheive them.

2. Service Delivery Management; Proficient experience in monitoring service performance metrics, such as SLAs and KPIs with capability to employ ITIL-based problem management and quality assurance processes to elevate service standards.

3. Holds self and team accountable for delivering high-quality services and achieving set targets.

4. Risk Management and Compliance; Extensive knowledge of risk identification, mitigation strategies, and compliance with relevant policies, regulations, and industry standards.

5. Strong skills in fostering effective communication between IT and business stakeholders, ensuring service reporting is aligned with business needs, being approachable, valueing diverse inputs, and listening actively to build and maintain effective relationships.

6. Substantial experience in creating and maintaining comprehensive service documentation, including service definitions, catalogues, and work orders whilst developing and encourageing new and innovative solutions to improve processes and service quality continuously.

7. Proficient in acting as intervention manager for escalated incidents, ensuring timely resolution and minimal service disruption whilst demonstrating strong problem-solving abilities and a sense of accountability.

8. Significant experience empowering and leading a diverse team to achieve performance goals, providing the necessary development and mentoring to improve team performance and uphold SCI values.

Education and Qualifications

Essential

• A degree in Computer Science, Information Technology, or a related field is preferable. Equivalent work experience in a relevant field is also recognised.

Desirable

• All or another SCI core languages (French, Spanish Arabic)

Working at Save the Children International

Save the Children is the world's leading organisation for children, employing ~25,000 staff. We save children's lives. We fight for their rights. We help them fulfil their potential. Through our work in 116 countries, we put the most deprived and marginalised children first.

We know that great people make a great organisation, and that our employees play a crucial role in helping us achieve our ambitions for children. We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive environment where ambition, creativity, and integrity are highly valued.

The work here is challenging but is also immensely rewarding. At Save the Children, you will be in good company, working with talented, like-minded individuals who are determined to ensure that all children survive, learn, and are protected. Your contribution will help ensure children's voices are heard at the highest levels, and that we achieve our global strategy, Ambition for Children 2030, and reach every last child.

Diversity, Equity and Inclusion and Equal Opportunities

DEI is core to our vision, values and global strategy. Save the Children is committed to creating a truly diverse, equitable and inclusive organisation, and one which will support us in our vision to ensure every child attains the right to survival, protection, development, and participation.

We are committed to equal employment opportunities, regardless of gender, sexual orientation, race, colour, ethnic origin, nationality, disability, marital or civil partnership status, gender reassignment, pregnancy and maternity, caring or parental responsibilities, age, or beliefs and religion. We are committed to diversifying our staff to better represent the communities we serve and actively welcome underrepresented groups to apply.

Reasonable adjustments will be made should any candidate invited to interview require this.

Application Information

Please attach a copy of your CV and cover letter with your application. A full copy of the role profile can be found here via the job listing. It is recommended that you save a copy of the role profile as it will no longer be available after the advert closes.

Applications will be reviewed on a rolling basis and the job advert may be closed earlier than advertised subject to the volume of suitable applicants. Please submit your application at your earliest convenience to avoid disappointment.

Our recruitment process:

1. Application review by our recruiting team based on your CV and cover letter
2. Two-stage competency-based interviews with the hiring team
3. Some recruitment may include an additional assessment or case study stage, or a third stage interview
4. If successful, you will receive a conditional offer of employment, followed by your contract subject to passing background checks

We need to keep children and adults safe so our selection process includes rigorous background checks and reflects our commitment to the protection of children and adults from abuse. All employees are expected to carry out their duties in accordance with our Code of Conduct and all policies and procedures relating to Anti-harassment, Health and Safety, Safeguarding, and DEI and Equal Opportunities.

Save the Children does not charge a fee at any stage of the recruitment process.