Head of Service Delivery

4 weeks ago

Lucknow, India Xebia Full time

Job Description:

Xebia is building a best-in-class global IT organization that supports all employees in an efficient and fast way, and you can be part of that journey. We seek a passionate leader to head our global service delivery with teams in India, Poland, and The Netherlands. As the worldwide head of internal IT Service Delivery, you will be responsible for building a high-performing team that consistently delivers an exceptional user experience to our 5500 people.


What you'll do:

  • Implement a lean and cohesive IT Service Management approach across all service desks including request fulfillment, incident management, problem management, and change management.
  • Implement Service Level Management: Establish and monitor service level agreements (SLAs) to ensure that IT services meet the needs and expectations of employees and stakeholders.
  • Effective stakeholder management: Serve as a primary point of contact for IT service delivery-related inquiries, escalations, and strategic discussions.
  • Foster a culture of excellence: Lead and empower a global team and motivate your team to deliver consistently.
  • Foster international collaboration: encourage and implement effective ways of cooperation between the service delivery teams.
  • Champion best practices: Implement and refine global IT service delivery processes, documentation, and support structures to achieve world-class service standards.
  • Drive continuous improvement: Proactively identify opportunities to enhance service performance, efficiency, and user satisfaction.
  • Nurture talent: Evaluate team performance, recommend training initiatives, and coach team members for growth.
  • Create security awareness: the service delivery teams understand Xebia’s risk appetite towards IT and data and act accordingly.

What you will bring:

  • Minimum of 15 years of experience in an enterprise environment, including at least 4 years leading global teams and sites.
  • Strong understanding of ITIL framework and IT service management principles.
  • Communication maestro: Possess exceptional communication and interpersonal skills, with proficiency in English.
  • Leadership Embodiment: Demonstrate strong leadership, people management, and stakeholder management skills
  • Thrives under pressure: Adapt quickly to dynamic environments, handle work pressure efficiently, and maintain composure under demanding situations.
  • Motivational force: Inspire and guide your team to achieve ambitious goals and exceed expectations.
  • Positive and proactive: Exude high energy, a proactive approach, and strong engagement skills.

Ready to make a global impact?

If you thrive in dynamic environments, possess a passion for service excellence, and are eager to lead a talented team, we encourage you to apply We offer a competitive compensation package and a rewarding opportunity to shape the future of our user experience.

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