Service Delivery Manager

IWG is the global operator of leading workspace providers. Our companies help more than 2.5 million people and their businesses to work more productively. We do so by providing a choice of professional, inspiring and collaborative workspaces, communities and services.

Digitalization and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want. Businesses want the financial and strategic benefits. Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. They want choice.

Through our companies we provide that choice, and serve the whole world of work: Regus, Spaces, No18, HQ and Signature. We create personal, financial and strategic value for businesses of every size. From some of the most exciting companies and well-known organizations on the planet, to individuals and the next generation of industry leaders. All of them harness the power of flexible working to increase their productivity, efficiency, agility and market proximity.

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Responsibilities:

• Service Operations Management: Accountable for ensuring IT services across Centre Technology domains (cloud telephony, music systems, video conferencing, printing, access control, CCTV, IoT) are delivered consistently and meet defined standards.
• Support Oversight: Work closely with our IT Helpdesk and support teams to ensure timely resolution of incidents, strong knowledge base documentation, and a positive end-user experience.
• Vendor Governance: Monitor performance against SLAs and participate in regular service reviews and improvement initiatives.
• Incident and Escalation Handling: Act as contact for escalations, ensuring high-impact issues are resolved quickly and root causes are addressed to prevent recurrence.
• Reporting and Insights: Create and maintain regular reports on service performance, user satisfaction, and key metrics. Present findings to IT stakeholders.
• Change & Release Coordination: Support change management processes by coordinating testing, communication, and post-release validation for updates or new technology rollouts.
• Problem Management: Drive proactive problem management by identifying recurring issues, conducting root cause analysis, and implementing long-term fixes to reduce incident volume.
• Process Improvement: Identify inefficiencies in service delivery processes and lead initiatives to streamline workflows, reduce errors, and enhance service quality.
• Compliance and Risk Awareness: Ensure that services operate in alignment with internal standards, security policies, and external regulatory requirements.
• Project Support: Assist with or lead service transition activities for new deployments, technology upgrades, or vendor changes within the Centre Technology scope.

Qualifications/Experience:

• Strong background in administration and service delivery, ideally within IT or technology infrastructure environments.
• Experience managing compliance and regulatory processes, particularly across multiple countries or regions.
• Solid understanding of ITIL principles (Incident, Problem, Change, Service Level Management) and information processing best practices.
• Demonstrated experience in vendor management, including performance tracking and escalation handling.
• Excellent analytical, communication, negotiation, and influencing skills — able to engage effectively with stakeholders at all levels, including executive leadership.
• Experience in reporting and dashboard creation, presenting service performance insights to both technical and non-technical audiences.
• Comfortable working with MS systems (Excel, SharePoint, PowerPoint, etc.) and familiar with ticketing or monitoring tools.
• Strong organizational and problem-solving skills; able to multitask, prioritize, and drive issue resolution in a fast-paced environment.
• Experience in people management and supporting the development of others is a plus.
• A dynamic, clear, and flexible thinker with a proactive mindset.
• Fluency in English required