Global Delivery Manager - 6 Months Contract

About the role

The Stefanini Group is recruiting a Global Delivery Manager for a 6-month contract, with the possibility of extension. You will own a designated account and be responsible for its performance and business growth, playing a key role in delivering a premium IT service. The role covers global desktop and end-user support services across multiple regions.

Key responsibilities

• Oversee end-to-end delivery of global desktop and end-user support services, meeting or exceeding SLAs and customer expectations
• Act as the global Single Point of Contact and senior escalation point for the client
• Own and grow the global account relationship, identifying expansion and cross-sell opportunities
• Lead regional delivery managers, service leads and cross-functional teams, and govern service delivery across regions
• Establish and maintain global systems, processes and methodologies (e.g. ITIL-aligned) and drive adoption of best practices
• Track assets in the asset management database, oversee stock management and device lifecycle across regions
• Handle global customer complaints and escalations, and lead the launch of new services, sites or regions
• Own global invoicing, revenue assurance and financial targets (P&L, margin, forecast accuracy)
• Manage risks, compliance, data protection, security and local regulations, and oversee subcontractors and vendors
• Report on performance, risks and financials to senior management and propose improvements such as automation, digital workplace and AI-enabled enhancements

Required profile

• Proven experience managing delivery of IT services across multiple countries and regions
• Experience managing local IT operations or field service delivery, including overseeing onsite technicians
• Demonstrated financial management experience at a global level (P&L, budgeting, forecasting, margin management, revenue assurance)
• In-depth knowledge of IT industry dynamics, end-user services, digital workplace trends and outsourcing models
• Fluency in English; additional languages are an advantage
• Willingness to travel internationally as needed

Required skills

• ITIL Foundation certification or experience is a plus; PMP or ITIL 4 Managing Professional is also an advantage
• Strong leadership, stakeholder engagement, presentation and project management skills

Recruitment starts with an HR discussion, followed by a technical test and a final interview with the hiring manager.