Service Delivery Manager (Global) | London, UK

Service Delivery Manager (Global)

Location

London - One Canada Square, Level 25

Brookfield Culture

Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Builds and leads a high-performing, globally aligned deskside organization that delivers exceptional end-user support. Aligns ITIL-based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes.

Key Responsibilities

• Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews.
• Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard.
• Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows.
• Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook.
• Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.
• Cross-Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes.
• ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance.
• Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs.

Key Deliverables

• Defined global operating model with clear accountability and standardized workflows.
• Reduced regional process variation and improved cross-region collaboration to 90%.
• Measurable improvements in SLA performance, MTTR and CSAT to 90%.
• Improve interaction with SNOW, reducing handoff and escalation delays by 90%.
• Enforce SOP adoption rate >= 90% compliance across regions.
• Deliver continuous improvement initiatives >= 1 per quarter.
• Improve Asset Accuracy: >= 98% inventory accuracy globally.
• Embedded culture of continuous improvement through structured reviews and a functioning improvement council.

Required Experience

• 5+ years of IT service delivery experience with a focus on deskside operations.
• Proven success leading global initiatives and implementing ITIL service models.
• Experience translating ITSM frameworks into operational execution across regions.
• Strong proficiency in ServiceNow reporting and endpoint management solutions.
• Excellent analytical, communication and executive stakeholder management skills.

Skills & Qualifications

• Leadership and organizational alignment across global teams.
• Deep understanding of ITIL frameworks and service management principles.
• Ability to develop and monitor KPIs and performance dashboards.
• Cross-regional coordination and change management skills.
• Competency in data integrity, reporting and continuous improvement.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience leading global hardware lifecycle or knowledge management programs.
• Experience integrating service delivery with ITSM processes in multinational environments.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.