Service Delivery Manager (AMS/OmniChannel)

As a Service Delivery Manager, you will be responsible for overseeing the delivery of IT services supporting omnichannel ecosystems. You will ensure efficient and reliable service delivery by leveraging ITIL best practices, with a strong focus on RUN performance, service quality, and continuous improvement.

You will act as the primary operational point of contact for clients, working closely with the Engagement Manager for contractual governance and with Local Service Leads to ensure effective day-to-day delivery and team coordination.

Responsibilities

• Service Delivery Management: Oversee end-to-end RUN activities across omnichannel platforms, ensuring alignment with SLAs, KPIs, and business expectations.
• ITIL Processes: Implement and manage incident, problem, and change management processes to ensure service reliability.
• Service Performance: Mo...