Job Overview:

CloudFactory is looking for a user focused Global IT Service Delivery Manager to join our team!

You will play a key role in ensuring that our new cutting edge and evolving systems are implemented effectively in support of our business. As a member of the Global IT Leadership Team, the Service Delivery Manager will focus on designing, deploying, organizing, monitoring and supporting all IT services delivered globally across CloudFactory.

The ideal candidate should be recognised as an expert in providing service delivery, end-user support and training in systems. The role will serve as a subject matter expert when working to define the services the IT infrastructure and systems will provide to users.


As the IT Service Delivery Manager, you will be required to manage the global service desk encompassing Internal IT desktop, business application and customer support disciplines. In a dynamic and fast paced environment, you will work with the IT team and other customer support stakeholders to build and continually improve service delivery, whilst developing a robust SDM framework based around ITIL best practice.

You will lead and oversee a team of regional support managers and IT support engineers to deliver a consistent and exceptional support service to the growing internal user base currently across 9 CloudFactory offices in 4 countries with approximately 6000+ users. You will also work strategically with the Global IT Director to help define future roadmaps and drive success.

As part of CloudFactory’s accelerated growth, you will be required to blueprint the success of managing and delivering an internal global service desk, with building a customer support function that is capable of scaling to the companies viral growth target of 1M+ CloudWorkers and the customer complexities that come with this.

The IT Service Delivery Manager will have a proven track record in developing and implementing service delivery programs across varied disciplines, and be seen as someone who innovates and leads with authority to maintain a highly functional, stable and reliable working environment.

Main Duties:

  • Manage and lead the IT service delivery team to achieve key objectives in line with global IT strategy.
  • Define and develop global service level agreements, with a programmatic improvement plan, via comprehensive KPI business intelligence.
  • Work within the project lifecycle to ensure changes are agreed and delivered to agreed timeframes.
  • Understand key business issues, identify support & process inefficiencies and work to improve services.
  • Work closely with the technical delivery team when new projects go live, to ensure full support handover is comprehensive, to minimise the support overhead and overlap on the delivery team.
  • Align service delivery with company goals to support growth and maximise ROI.
  • Document, publish and maintain key information relating to processes and procedures; utilising documentation tools, standard templates and the document approval processes.
  • Conduct presentations, produce high level service delivery documents to demonstrate proposals and solutions.
  • Develop and adhere to appropriate standards and security policies to ensure risks associated with information and IT assets are minimised.
  • Be a leader in the development of policies, standards and guidelines that define the service delivery standards within the enterprise.
  • Aid with the development of expertise across internal IT services team.
  • Continually review and improve upon the internal and customer support landscape by engaging with key stakeholders to discuss issues/concerns relating to service\system function. Take ownership of any related issues and work with the IT management team to manage the improvement process.
  • Work with the technical delivery team to ensure delivery services are constantly up to date with relevant service delivery developments and have an education process which minimises knowledge gaps and assists in maintaining high standards of support.
  • Work closely with the information security & compliance team to implement global monitoring and alerting, that will drive a preventative service delivery mentality.
  • Liaise with compliance management to carry out risk assessments against new and existing process and procedures being sure to record and act upon any relevant findings.
  • Chair CAB meetings to discuss release scope, impact etc.

To Apply:
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