IT Service Delivery Manager

2 Months ago • 5 Years + • IT & Infrastructure

Job Summary

Job Description

The IT Service Delivery Manager is responsible for managing IT service delivery to support the global business, specifically the EMEA West region. This includes managing the Service Delivery staff, acting as a key operational link between EMEA West and the Global IT teams. The role involves championing the effective use of IT services, consolidating the EMEA West On Site IT support team, and ensuring the delivery of services defined in the Service Catalogue. The role requires on-site presence in London 4-5 times a week and managing the IT Service Delivery EMEA financial plan.
Must have:
  • People management in the EMEA West region.
  • Achieving Customer Satisfaction and service improvement plans.
  • IT Service Management (Problem, Change, Asset Management).
  • Day to day Asset Management including strategy and execution.
  • Managing the Global Service Desk (GSD) queue and regional onsite teams.
  • Developing Service Delivery strategies for high quality delivery.
  • Experience in ITSM Platforms (preferably ServiceNow).
  • Strong Technical Skills (Microsoft Endpoint & Azure, Office 365, etc.)
  • Extensive vendor management experience.
  • ITIL V4 certification (Foundations or greater).
Perks:
  • World Leader in Gaming Entertainment
  • Robust benefits package
  • Global career opportunities

Job Details

This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region of the world. It includes people management responsibilities for the Service Delivery staff in EMEA West, who form part of the Global Service Desk and regional on-site teams, via direct management of the Service Desk Team Leaders in this region. The Service Delivery Manager provides a key operational link between EMEA West and the Aristocrat Global IT teams across the world. 

The Aristocrat Global IT team is responsible for the design and development of the architectures to support and enable the global business. It is a global function with various functional centers of excellence across the world. This role will engage and collaborate with key IT teams between Sydney, Las Vegas, UK and India with an increasingly growing footprint globally. 

This role will champion effective use of IT services and facilities in EMEA West by liaising with key executives, management and staff. This position will be responsible for consolidating the EMEA West On Site IT support team into one Global IT Operational Support organization providing a single point of contact for all service requests and incidents. This team will support the business by delivering the services defined in our Service Catalogue to the business and deliver them within he agreed Service Levels. The person in this role will perform commercial transactions in line with the approved Delegated Level of Authority and is responsible for the IT Service Delivery EMEA financial plan.

Please note this role is to be based onsite 4 to 5 times a week at our central London office (Near Covent Garden)

What We're Looking For

Key functions of this role include:

  • People management of a teams based in the EMEA West region
  • Manage and set key performance objectives and target for the EMEA West Service Delivery team.
  • Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region
  • Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms
  • Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint
  • Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s
  • Responsible for the development of Service Delivery strategies designed to achieve high quality, low-cost and low-touch delivery across all Service Delivery capabilities

About You

  • Experience in ITSM Platforms (preferably ServiceNow)
  • Strong Technical Skills (incl. Microsoft Endpoint & Azure, Office 365, Active Directory, SCCM/MECM, Intune)
  • Extensive vendor management experience
  • ITIL V4 certification (Foundations or greater)
  • 5+ years in a similar role within a large multi-national or global organizations
  • Experience in large complex Service Delivery organizations spanning various countries and time zones

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

  • World Leader in Gaming Entertainment

  • Robust benefits package

  • Global career opportunities

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

Similar Jobs

Lilt - Voice Talent Required - Galician

Lilt

Spain (Remote)
2 Days ago
London stock Exchange - Senior Manager Developer AI Solutions

London stock Exchange

London, England, United Kingdom (On-Site)
2 Months ago
affinidi - Engineering Manager, Full Stack

affinidi

Dublin, County Dublin, Ireland (Hybrid)
2 Days ago
Corsair - Global Sourcing Manager

Corsair

China (On-Site)
3 Months ago
Scanline VFX - Associate VFX Producer

Scanline VFX

Seoul, South Korea (Hybrid)
6 Months ago
Keywords Studios - IT Senior Support Manager

Keywords Studios

Lombardy, Italy (Hybrid)
3 Months ago
Lilith games - IT Service Expert

Lilith games

Shanghai, China (On-Site)
1 Month ago
Greenworks Sunrise Global Marketing - Business Systems IT Specialist

Greenworks Sunrise Global Marketing

Morristown, Tennessee, United States (On-Site)
4 Days ago
TransPerfect - Junior IT Specialist

TransPerfect

Split, Split-Dalmatia County, Croatia (On-Site)
2 Weeks ago
Hawkeye Innovations - IT Support Coordinator

Hawkeye Innovations

Atlanta, Georgia, United States (Hybrid)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

bytedance - Solutions Architect

bytedance

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
4 Months ago
OKX - Risk Quantitative Lead

OKX

United States (Remote)
6 Days ago
KRAFTON Montréal Studio - Lead Programmer

KRAFTON Montréal Studio

Montreal, Quebec, Canada (On-Site)
2 Months ago
PwC - IN_Senior Associate_Data Scientist _D&A_Advisory_PAN India

PwC

Noida, Uttar Pradesh, India (On-Site)
2 Days ago
CyberArk - Enterprise Customer Success Manager

CyberArk

United States (On-Site)
2 Months ago
cirrus logic - Director of Talent Acquisition

cirrus logic

Austin, Texas, United States (Hybrid)
2 Days ago
Meesho - Product Manager II .

Meesho

Bengaluru, Karnataka, India (On-Site)
9 Months ago
ISG - Enterprise Systems Training Lead

ISG

Toronto, Ontario, Canada (On-Site)
1 Month ago
infernozilla - Team Lead/Marketing Manager

infernozilla

(Remote)
4 Months ago
Opendoor - Analyst - Finance & Strategy

Opendoor

Chennai, Tamil Nadu, India (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in London, England, United Kingdom

Mistplay - Senior User Acquisition Manager I

Mistplay

London, England, United Kingdom (Remote)
4 Days ago
Rockstar Games - Tools Programmer (Mid/Senior)

Rockstar Games

Dundee, Scotland, United Kingdom (On-Site)
3 Months ago
Veeam Software - Enterprise Account Manager - Private Sector UKI

Veeam Software

United Kingdom (Remote)
3 Weeks ago
Electronic Arts - Technical Audio Designer

Electronic Arts

Guildford, England, United Kingdom (Hybrid)
1 Month ago
Attio - Senior Visual Designer

Attio

London, England, United Kingdom (Hybrid)
1 Week ago
Microsoft - Member of Technical Staff, AI Pretraining Platform

Microsoft

London, England, United Kingdom (On-Site)
3 Months ago
LeoVegas - Senior Analyst

LeoVegas

Leeds, England, United Kingdom (Hybrid)
3 Months ago
Thousand Eyes - Principal Software Engineer, Endpoint

Thousand Eyes

London, England, United Kingdom (Hybrid)
1 Month ago
Condé Nast - Acting Senior Manager, Audience Development, Condé Nast Traveller

Condé Nast

London, England, United Kingdom (Hybrid)
3 Days ago
Rolls-Royce - Welding Engineer - Submarines

Rolls-Royce

Derby, England, United Kingdom (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

IT & Infrastructure Jobs

Rhino Entertainment Group - IT Specialist

Rhino Entertainment Group

Bitola, Municipality Of Bitola, North Macedonia (Hybrid)
5 Days ago
Power Integrations - IT Support Manager (APAC)

Power Integrations

Penang, Malaysia (On-Site)
9 Months ago
bytedance - IT Hardware Procurement Manager

bytedance

Singapore (On-Site)
6 Months ago
Zones - IT Hardware Technician

Zones

Albany, New York, United States (On-Site)
9 Months ago
Nfocus solution - Senior Desktop and IT Support Technician

Nfocus solution

Leavenworth, Kansas, United States (On-Site)
2 Weeks ago
[x]cube LABS - IT Infrastructure Consultant

[x]cube LABS

Hyderabad, Telangana, India (On-Site)
1 Month ago
smarsh - IT Specialist

smarsh

Atlanta, Georgia, United States (Hybrid)
1 Month ago
luxsoft - IT Asset Management Specialist (Warehouse Operations)

luxsoft

San Antonio, Texas, United States (On-Site)
2 Months ago
Axel springer - Controller IT / Tech

Axel springer

Berlin, Berlin, Germany (On-Site)
1 Week ago
Instawork - IT Generalist

Instawork

San Francisco, California, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming),social casino (Product Madness)and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission tobring joy to life through the power of play.For further information visit the Group's website at

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Manchester, New Hampshire, United States (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

View All Jobs

Get notified when new jobs are added by Aristocrat