Overview

The Service Delivery Manager – GAM & CSM will oversee day-to-day operational activities and service delivery across both teams, ensuring reliable, secure and customer-focused services within their respective agreed scopes. The role combines operational leadership, capacity planning, escalation management and service governance, with accountability for service performance, process consistency and continual improvement. GAM combines L1/L2/L3 access management support tiers with Lean ways of working and follow-the-sun delivery. CSM operates as a managed-service team. The Service Delivery Manager will maintain consistent operational oversight across both teams while preserving the responsibilities, workflows, service commitments and measures appropriate to each model.

Key Responsibilities

• Service ownership: Own overall operational service performance and user experience across GAM and CSM within their respective agreed scope, service levels and support guidelines. Maintain clear responsibilities, workflows, priorities and escalation paths for each team.
• GAM tiered operations: Coordinate daily activities across L1, L2 and L3. Ensure L1 handles standard access requests, identity checks and Joiner/Mover/Leaver processes; L2 resolves escalated and complex requests, supports access reviews and maintains runbooks; and L3 provides expert escalation support, root cause analysis, governance, automation definition and knowledge ownership.
• CSM managed-service delivery: Oversee delivery against the agreed service model and customer commitments. Maintain visibility of service scope, deliverables, dependencies, risks and outstanding actions, with clear ownership and follow-through rather than assuming GAM’s tiered structure applies to CSM.
• Service levels and reporting: Monitor SLA compliance, customer satisfaction, service consistency, workload and ageing. Use separate views for GAM and CSM so differences in demand, delivery commitments and outcomes remain visible; agree measures and targets appropriate to each service.
• Escalations and service recovery: Lead operational escalation coordination, prioritisation and stakeholder communications. Ensure critical issues have clear resolution owners and that recurring incidents lead to root cause investigation and corrective actions.
• Demand, capacity and supplier coordination: Oversee workload distribution, resource coverage and capacity planning with team leads and L3 engineers. Balance daily operations with improvement work and planned demand, escalating resource constraints and delivery risks. Provide resource and cost forecasts to support planning, and coordinate supplier dependencies within agreed responsibilities and delegated authority.
• Process and knowledge management: Maintain consistent incident, request, problem, change and knowledge management practices. Ensure teams use current procedures, runbooks and knowledge articles, while preserving workflows appropriate to each service model.
• Governance and compliance: Ensure operational activities follow access policies, controls and audit requirements. Coordinate evidence collection, access governance activities, risk assessments and remediation tracking with the responsible teams.
• Stakeholder and customer engagement: Act as the operational point of contact for business stakeholders and service customers. Lead regular service reviews covering performance, risks, escalations, customer feedback and improvement actions for GAM and CSM.
• Automation roadmap and prioritisation: Own the operational automation backlog across GAM and CSM within their respective agreed scopes. Identify opportunities in recurring access requests, Joiner/Mover/Leaver activities, request routing, reporting and evidence collection. Prioritise opportunities using workload, manual effort, error patterns, customer impact, risk and feasibility. Define business requirements, expected benefits and acceptance criteria with service stakeholders, and coordinate delivery with L3 engineers and automation or platform owners. Lead operational acceptance and adoption, with technical design and implementation owned by the relevant technical teams.
• Continual improvement: Drive Lean improvements, standardisation and reduction of process variability. Prioritise opportunities to reduce manual work, repeat incidents and unnecessary escalations, coordinating automation delivery with technical owners.
• Team development: Support training, coaching, mentoring and knowledge transfer across both teams. Work with GAM L3 engineers to strengthen L1/L2 capability and ensure CSM has the knowledge and coverage needed for its managed-service commitments.
• Operational handovers: Coordinate with application, product, project and technical teams so new or changed services have clear support ownership, documented procedures, knowledge transfer and capacity considerations before operational handover.

Required Skills

• Experience leading service delivery, IT operations or infrastructure support, demonstrated through responsibility for service levels, incident and change coordination, and cross-functional delivery. Ability to oversee both multi-level support teams and managed-service delivery, with clear accountability for each service model.
• Ability to lead and develop teams, coordinate workloads and capacity, and establish clear operational ownership across different service models.
• Good understanding of ITIL-aligned incident, request, problem, change, knowledge and continual service improvement practices.
• Understanding of access management operations, including Joiner/Mover/Leaver processes, provisioning and deprovisioning, escalation paths, access governance and audit requirements.
• Ability to manage service levels, analyse operational reporting and customer feedback, and translate findings into practical improvement actions.
• Strong stakeholder communication, customer engagement and escalation management skills, including leading service reviews and coordinating issue resolution.
• Experience with process standardisation and continuous improvement, supported by strong organisational, analytical and mentoring skills.
• Advanced or fluent English and the ability to communicate clearly with business and technical stakeholders.

Preferred Skills

• ITIL certification and Lean certification or practical Lean improvement experience.
• Experience leading geographically distributed support teams, coordinating cross-regional handovers and maintaining consistent processes. Experience overseeing access management within a Lean, global support structure, including follow-the-sun delivery, is an advantage.
• Experience managing customer-facing managed services, including scope boundaries, service commitments, reporting and service improvement plans.
• Familiarity with ServiceNow or comparable ticketing and workflow systems, reporting dashboards, knowledge management and collaboration tools.
• Familiarity with SAP authorisations, identity management platforms and opportunities to automate recurring access management activities.