IT Service Delivery Manager

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Req Id : 116210

Job Title : IT Service Delivery Manager

Business Unit sector : CPL-BECIO-CIO

Department: BVCPL CIO

Work Location : INPUNE

Opportunity Type : Staff

Relocation eligible : Yes

Full time/Part time : Full-Time

Contract Hire Only for this Project: No

Visa Sponsorship Available: No

Recruiter : Indranee Bindu

Job Summary

We are seeking a highly organized, customer-focused IT Service Delivery Manager to serve as the regional service delivery leader for India, APAC, and EMEA within the global Employee Experience operating model. This role is accountable for regional execution, stakeholder engagement, service performance, escalation coordination, and end-user experience outcomes while partnering with global teams that own platforms, standards, tools, and lifecycle processes. The position works closely with regional D&IT leadership, business stakeholders, global Employee Experience teams, and external partners to deliver consistent, high-quality IT services that support employee owners across the OUS environment.

Scope & Impact-

Regional accountability for IT service delivery execution across India, APAC, and EMEA, operating as an extension of the global Employee Experience service delivery model. Ensures services are delivered in alignment with global standards, governance, ITIL practices, and experience objectives. Drives regional operational maturity by improving consistency, visibility, escalation effectiveness, and employee experience outcomes across supported locations.

Key Responsibilities

Service Delivery & Operations: Lead regional service delivery execution across India, APAC, and EMEA; monitor service performance, coordinate escalations, and ensure alignment with ITIL practices and global operating standards.

Stakeholder Management: Partner with regional business leaders, site administrative leaders, and regional D&IT leadership to understand business needs, capture voice of the customer feedback, and represent regional experience trends back into D&IT.

End-User Experience: Drive consistent, high-quality employee experience outcomes across supported regions, with focus on trust, ease, confidence, responsiveness, and service reliability.

Site Readiness: Coordinate regional IT readiness for office openings, moves, expansions, and relocations in partnership with global Employee Experience, infrastructure, workplace, and regional teams.

Onboarding & Asset Management: Support regional execution of onboarding, device readiness, and asset lifecycle processes in partnership with EUC, procurement, security, and other global process owners.

Process Improvement: Identify regional service gaps, improve standardization, support automation opportunities, and contribute to continuous improvement across the global service delivery model.

Vendor Management: Coordinate regional vendor performance, procurement activities, and service expectations in partnership with regional D&IT procurement and global vendor owners.

Governance & Reporting: Track KPIs, XLAs, service trends, risks, and action plans; support service reviews and maintain operational documentation that improves transparency and accountability.

Management Responsibilities

Acts as a project manager. Among responsibilities is management of a project team. The individual comprising this team may vary by project.

Preferred Qualifications

12+ years of IT experience, including 7+ years in service delivery, operations, or regional IT leadership roles. Experience operating in global, matrixed organizations with multi-region delivery responsibilities across APAC, EMEA, India, and/or the US. Strong understanding of enterprise IT services, employee experience, ITIL-based operations, ServiceNow, vendor coordination, and cross-functional delivery. ITIL 4.0 certification required.

Key Skills & Competencies-

Strong stakeholder management, regional leadership, executive communication, cross-cultural collaboration, analytical thinking, problem-solving, service ownership, and customer-focused mindset. Ability to operate effectively across multiple time zones, influence without direct authority, and translate regional needs into practical service improvements within a global operating model.

Minimum Qualifications

Bachelors of Business Administration or related field. Twelve or more years related experience. All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Certifications

PMP Certification desired

Work Environment/Physical Demands

Frequent travel, Regular overtimeTypical office environment.

Competencies

Salary Plan

ITS: Information Technology Service

Job Grade

018

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Black & Veatch is committed to being an employer of choice by creating a valuable work experience that keeps our people engaged, productive, safe and healthy. We offer professionals an array of health and welfare benefits that vary based on their geographic region and employment status. This may include health, life accident and disability insurances, paid time off, financial programs and more. Professionals may also be eligible for a performance-based bonus program.

By valuing diverse voices and perspectives, we cultivate an authentically inclusive environment for professionals and are able to provide innovative and effective solutions for clients.