Service Delivery Manager

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.