What it's about
Global IT Services is responsible for all the information technology provided to our organization to achieve our mission and better serve Partners Group’s customers with excellence.
As an IT Service Delivery Manager, you will be responsible for managing and optimizing our IT service management (ITSM) processes. You will ensure the delivery of high-quality IT services, align them with business objectives, and drive continuous improvement initiatives. This role requires strong leadership, collaboration, and a deep understanding of ITIL standards and ITSM tools.
You will have the following responsibilities :
Productivity and Quality
- Optimize and manage ITSM processes, providing innovative ideas for continuous service improvement.
- Ensure IT service delivery processes are well-defined, monitored, and meet quality standards.
- Implement, monitor, and report on KPIs to track service quality and efficiency.
- Develop and maintain policies and SOPs that adhere to industry and compliance standards.
- Demonstrate extensive knowledge of ITSM industry standards and practices.
- Govern ServiceNow implementations to ensure effective and compliant use.
Collaboration
Collaborate with IT teams to align service delivery with business objectives and customer needs.Share knowledge and best practices to enhance collective ITSM expertise.Contribute to ITSM processes, ensuring adherence to ITIL practices.Build strong relationships with IT teams for optimal collaboration.Lead regular service review meetings to gather feedback and address service-related issues.Propose and advocate for process improvements and automation within ITSM workflows.Leadership and Governance
Oversee the development, implementation, and maintenance of ITSM processes.Ensure SLAs are met and maintain strong relationships with stakeholders.Develop and monitor KPIs to track service delivery performance.Drive continuous improvement initiatives to enhance service quality and efficiency.Manage vendor relationships and ensure third-party services meet contractual obligations.Conduct regular service reviews and produce detailed reports for senior management.Lead incident and problem management processes, ensuring root causes are identified and resolved.Participate in internal and external audits to ensure compliance and governance.Oversee identity and access review processes to ensure security and compliance.Stay current with industry trends and emerging technologies to enhance service delivery.newspaper { h1 { font-size : 250%; font-family : Lato;} h2 { font-size : 200%;} p { font-size : 100%;} What we expectBachelor’s degree in Information Technology, Computer Science, or a related field.At least 3 years of relevant working experience or in a similar role.Extensive knowledge of implementing ITIL-related standardsITSM certification preferred (e.g., ITIL Intermediate or equivalent).Experience with ITSM tools and platforms, especially ServiceNow.Strong analytical and problem-solving abilities.Excellent communication and interpersonal skills to collaborate with IT teams and stakeholders.Experience in conducting or participating in internal and external audits.Knowledge of identity and access management practices.What we offer
Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent, by offering a workplace where results are truly recognized and rewarded. We offer a fantastic opportunity for you to grow :
Professional, international working environmentChallenging, rewarding career within a growing companyCollaborative environment, with on-the-job training and mentorship opportunitiesOne-month sabbatical after every five years of serviceEducation assistance programFun office and team events, including volunteer opportunities to connect with and help our local communities