Global Service Delivery Manager

Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.

Were looking for a dynamic Global Service Lead to lead a high-performing global support team delivering 24x7 technical operations across EMEA, APJ, and AMER. This is a pivotal leadership role, ensuring operational excellence and world-class service delivery.

What Youll Do

• Lead and inspire global support teams
• Define KPIs and drive performance across regions
• Oversee ITIL-aligned incident, problem, and change management
• Manage critical escalations and ensure service continuity
• Drive automation, AI/ML diagnostics, and continuous improvement initiatives
• Build strong relationships with enterprise customers and internal stakeholders

What Youll Bring

• 10+ years in IT operations or technical support, with 5+ years in global leadership
• Deep understanding of ITIL v3/v4 frameworks (certification preferred)
• Proven experience managing distributed L2/L3 teams across time zones
• Strong communication and stakeholder engagement skills
• Familiarity with enterprise tech (cloud, infrastructure, networking)
• Experience with ServiceNow or similar ITSM platforms
• Background in high-availability or regulated industries is a plus