About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest-growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative, and Business & Strategy markets. We have global offices in US, UAE, India, and Malaysia.
Position Summary
Job Description – Global IT Service Manager
We are seeking a seasoned
Service Delivery Manager with over 10 years of experience in IT service management and delivery. The role preferable requires an
ITIL Advance or Expert-certified leader with a proven track record of driving service excellence, managing high-performance teams, and ensuring IT services align with business objectives. The SDM will own end-to-end service delivery, customer satisfaction, and continuous service improvement across a complex IT environment.
Key Responsibilities
Service Excellence & Governance
- Lead the delivery of IT services in line with agreed SLAs, OLAs, and KPIs.
- Ensure compliance with ITIL processes, governance frameworks, and industry standards.
- Drive regular service reviews, audits, and performance evaluations.
Stakeholder & Customer Engagement
- Act as the strategic point of contact for senior business stakeholders and customers.
- Manage escalations effectively and maintain high levels of customer satisfaction.
- Translate business needs into IT service outcomes and ensure alignment.
Operational Leadership
- Oversee Incident, Problem, Change, and Service Request Management processes.
- Manage major incidents, lead root cause analysis, and implement service improvement plans (SIPs).
- Ensure service continuity, risk management, and business impact minimization.
Continuous Improvement & Transformation
- Champion IT service optimization, automation, and cost efficiency initiatives.
- Lead adoption of best practices, new technologies, and digital transformation in service delivery.
- Establish a culture of proactive service management and continuous improvement.
Service Team & Service Quality Management
- Provide leadership, mentoring, and performance management for service delivery teams.
- Build collaborative relationships across cross-functional and global teams.
Education
Qualifications & Skills
- Bachelor of Science (BSc) in Information Technology, Computer Science, or related field (Master's degree is a plus).
Certification
- ITIL Expert / Managing Professional certification (mandatory).
- Additional certifications such as PMP, COBIT, ISO 20000, or Agile/DevOps frameworks are advantageous.
Experience
- 10+ years in IT service management/delivery roles, with at least 5 years in senior leadership.
- Strong expertise in managing complex, multi-vendor IT environments.
- Demonstrated success in driving service transformation and improvement initiatives.
Skills
- Strategic leadership and executive stakeholder management.
- Excellent communication, negotiation, and conflict-resolution skills.
- Strong analytical, governance, and decision-making capabilities.
- Proficiency with leading ITSM tools (ServiceNow, Remedy, ManageEngine, Jira Service Management).
- Strong logical thinking, problem-solving, and team management skills.
- Experience in IT Operation Management , Service Excellence and able to prime business partnering
Key Competencies
- Customer-centric leadership.
- Strong governance and accountability.
- Ability to influence at executive level.
- Continuous improvement mindset.
- Resilient, adaptable, and results-driven.
Reporting Line Reports to: Senior IT Management / Head of IT Infrastructure
