Global Service Delivery Manager

Company Description Qualtrics Metrics Ltd is a global experience management and analytics company that helps organizations understand and improve the experiences of their customers, employees, and partners. The company combines advanced technology with data-driven insights to inform strategic decisions and drive measurable outcomes. Team members collaborate across regions and functions to deliver scalable solutions that support complex, global clients. Qualtrics Metrics Ltd fosters a culture of innovation, accountability, and continuous improvement, offering opportunities for professional growth in a dynamic environment.

Role Description The Global Service Delivery Manager is a full-time, on-site role based in the London Area, United Kingdom. This role is responsible for overseeing end-to-end service delivery for global clients, ensuring that service levels, performance targets, and contractual commitments are consistently met. Day-to-day tasks include managing service operations, coordinating cross-functional teams, monitoring KPIs, and implementing improvement plans to enhance service quality and customer satisfaction. The Global Service Delivery Manager will act as a key point of contact for clients, lead regular service reviews, address escalations, and ensure effective communication between internal stakeholders and customers. The role also involves developing and refining service delivery processes, supporting IT service management practices, and contributing to strategic initiatives that scale and optimize global service operations.

Qualifications

• Strong Service Delivery Management and Service Delivery skills, with experience overseeing complex, multi-region services.
• Proven focus on Customer Satisfaction and Customer Service, including managing client expectations and handling escalations.
• Experience in IT Service Management, preferably with familiarity with ITIL or similar frameworks.
• Demonstrated ability to analyze performance metrics, drive process improvements, and implement service enhancements.
• Excellent communication, stakeholder management, and relationship-building skills across technical and non-technical teams.
• Ability to work on-site in the London Area, United Kingdom, and collaborate effectively in a global organization.
• Relevant experience in service delivery or operations management in technology, SaaS, or professional services environments.
• Bachelor’s degree in business, information technology, or a related field, or equivalent practical experience.