Global IT Service Delivery Director

Master Builders Solutions

full-time

Posted on: 9/5/2025

Origin: • 🇪🇸 Spain

✨ AI Apply

Lead

AzureITSMServiceNow

About the role

Act as the primary user-facing representative of Global IT and member of the Global IT Leadership Team
Manage stakeholder relationships and act as senior escalation point for IT delivery issues
Ensure Global IT Services are delivered to the highest standard across all regions
Manage major incidents and service outages, coordinating global support teams to minimise impact and restore operations
Own and improve ITSM processes and design/deliver strategic roadmap of processes, standards and technologies
Deliver qualitative and quantitative performance metrics to guide IT issue identification and investment in service improvement
Recruit, organise, train, coach and appraise Service Delivery team members to support personal development and improve service
Gather customer feedback via stakeholder meetings/forums and engage with global IT team and outsourcing partner to plan and deliver solutions
Ensure fit-for-purpose support contracts and liaise with suppliers for purchasing and supplier management
Define and manage the IT support and training budget
Maintain and expand knowledge of current and future technologies to provide accurate solutions and increase IT value

Bachelor’s degree in Computer Science, Information Technology, or related field (Master's degree preferred)
Demonstrated success over 10+ years in leading, building and managing a busy, well-structured service delivery function across multiple locations
Minimum 5 years' experience of having delivered ITIL-based IT services in outsourced environment
Relevant ITIL qualifications: ITIL V3 Certified professional, ISO 20000 professional or itSM certification
Strong leadership skills with the ability to inspire and motivate teams
Excellent communication and interpersonal skills
Strong analytical problem-solving skills
Able to plan and execute effective strategies that have led to measurable business growth
Able to negotiate demand and priorities with stakeholders
Past hands-on experience in delivering products and services, including proactive vendor management and negotiation
Demonstration of having identified and delivered innovation which delivered tangible business benefits
Demonstration of extensive knowledge of current issues and trends in IT services, including security and data protection
Excellent working knowledge (desirable) of ServiceNow, SAP, Microsoft Azure, Windows 11, Office 365
Knowledge of networking technologies (wired and wireless)
Knowledge of remote working technologies – e.g. Zscaler and dual-factor authentication
Experience with mobile devices including iPhone
High level of personal organization, professionalism, and a 'can-do' attitude