Service Delivery Manager - Global Operations Center (Maternity cover)

Job description

Position Summary The Service Delivery Manager, Global Operations Center (GOC), is responsible for leading Level 1 IT Operations and Service Management activities across a global technology landscape. The role focuses on operational excellence, ITIL-based process governance, people leadership, stakeholder engagement, service performance, and continuous service improvement. The position ensures 24x7 monitoring and event management capabilities across cloud, on-premises, network, infrastructure, platform and business-critical application environments. Key Responsibilities Lead and develop a global team of GOC analysts and specialists. Drive workforce planning, onboarding, coaching, performance management and career development. Ensure adherence to ITIL Incident, Major Incident, Event, Request, Change, Problem and Knowledge Management processes. Act as primary escalation point for operational issues and service degradation. Manage service reviews, SLA/KPI reporting and continual improvement initiatives. Coordinate major incident communications and executive stakeholder updates. Oversee monitoring operations across Azure, hybrid cloud, on-premises infrastructure, networks, databases, middleware and applications. Champion automation, AIOps, alert reduction, event correlation and operational efficiency initiatives. Ensure CMDB, operational documentation, runbooks and knowledge articles remain accurate. Govern supplier and managed service provider performance. Stakeholder Management & Communication Build trusted relationships with business leaders, product teams, infrastructure teams, security teams and external partners. Deliver executive-level communications, operational reports, service reviews and risk updates. Facilitate governance forums and ensure clear communication during incidents, changes and service transitions. Technology Environment ITSM platforms (ServiceNow or equivalent), Azure Monitor, Application Insights, Log Analytics, SIEM platforms, observability tools, cloud platforms, virtualization technologies, network monitoring, automation platforms, scripting, AIOps and modern monitoring solutions. Required Experience 7+ years in IT Operations, Service Management or Infrastructure Support. 3+ years leading technical support or operations teams. Experience managing global support services in a 24x7 environment. Strong understanding of cloud, hybrid and enterprise infrastructure operations. Experience managing third-party vendors and service providers. Proven delivery of service improvement and operational transformation initiatives. Qualifications ITIL Foundation required; ITIL Managing Professional preferred. Bachelor degree in Information Technology, Computer Science or related discipline. Certifications in Azure, Agile, Service Management or leadership are advantageous. Key Competencies Leadership and people management; excellent verbal and written communication; executive presentation skills; stakeholder management; conflict resolution; analytical thinking; decision-making under pressure; customer focus; continuous improvement mindset; collaboration and influencing skills. Additional Information for the job Diversity & Inclusion LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion. LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply. Sustainability Sustainable value is at the heart of our purpose as a company. We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us What We Offer We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world. Our Benefits 25 annual paid leave Flexible working hours Food vouchers Transportation allowance Additional medical & dental insurance Life insurance Sports card with 90/10 coverage Various learning & development opportunities Yearly performance evaluation plans Social clubs & Wellbeing initiatives Team buildings & social events Employee Referral Program Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.