Service Delivery Manager

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MDD Forensic Accountants

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1933

💸 Finance

Finance • Insurance • Consulting

MDD Forensic Accountants is a forensic accounting firm specializing in business valuations, shareholder disputes, and economic damage quantification. With over 40 offices globally, MDD provides expertise across a wide range of industries, delivering services to insurance companies, law firms, governments, and individuals. Their services include business interruption, lost profits, fraud investigations, and more, making them a trusted advisor for sound financial decision-making.

📋 Description

• Own and oversee end-to-end IT service delivery across all regional sites. • Ensure high availability, performance, and reliability of IT services. • Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. • Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs. • Act as the primary interface between global service owners, local IT teams, and regional business leadership. • Build strong partnerships with business leaders, site managers, and country IT teams. • Facilitate regular service reviews, performance reporting, and feedback sessions. • Translate business feedback and operational pain points into actionable service improvement initiatives. • Communicate risks, impacts, and service updates proactively across stakeholders. • Ensure adherence to ITIL-aligned processes and global IT standards. • Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs). • Monitor service performance using dashboards and reporting frameworks. • Lead monthly operational and service review meetings. • Reduce major incidents and improve SLA Performance achievement. • Drive proactive problem management to eliminate recurring issues. • Ensure high change success rates and minimize emergency changes. • Support smooth coordination of maintenance activities and releases. • Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU). • Partner with project teams to ensure operational readiness and service acceptance criteria are met. • Manage regional vendor relationships and performance. • Ensure vendors meet contractual SLA obligations. • Lead structured vendor governance, performance reviews, and escalations. • Support capacity and demand planning to meet regional business needs. • Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements. • Ensure adherence to IT governance, compliance, and security policies. • Manage service-related risks and escalate where appropriate. • Drive initiatives to improve audit readiness and regulatory compliance.

🎯 Requirements

• Proven experience (typically 5+ years) in IT Service Delivery roles • Demonstrable experience managing regional or multi-site IT environments. • Experience working within global / matrixed organisations. • Strong background in ITIL-based service management frameworks. • Experience in vendor and supplier management. • Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes. • Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models. • Strong understanding of ITIL processes (Incident, Problem, Change, Service Level). • Knowledge of core IT services (EUC, Networks, Cloud, Applications). • Understanding of service metrics (SLA, XLA, KPIs) and reporting. • Awareness of governance, risk, and compliance requirements. • Awareness of AI and automation and their use in improving service delivery and user experience. • Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills • Ability to operate effectively in a regional and global environment. • Willingness to participate in on-call escalation for major incidents. • Ability to travel regionally as required. • Strong customer focus with a commitment to continuous improvement. • Experience driving service governance and performance frameworks.

🏖️ Benefits

• Job Benefits