Global Service Delivery Manager

Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.

We're 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 You'll 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 You'll 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