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Penta Consulting
Global Service Delivery Manager

Global Service Delivery Manager

Hybrid

London, United kingdom

Senior

Freelance

04-11-2025

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Skills

Communication Leadership ServiceNow Change Management Networking

Job Specifications

Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.

We’re looking for a dynamic Global Service Lead to lead a high-performing global support team delivering 24x7 technical operations across EMEA, APJ, and AMER. This is a pivotal leadership role, ensuring operational excellence and world-class service delivery.

What You’ll Do

Lead and inspire global support teams
Define KPIs and drive performance across regions
Oversee ITIL-aligned incident, problem, and change management
Manage critical escalations and ensure service continuity
Drive automation, AI/ML diagnostics, and continuous improvement initiatives
Build strong relationships with enterprise customers and internal stakeholders

What You’ll Bring

10+ years in IT operations or technical support, with 5+ years in global leadership
Deep understanding of ITIL v3/v4 frameworks (certification preferred)
Proven experience managing distributed L2/L3 teams across time zones
Strong communication and stakeholder engagement skills
Familiarity with enterprise tech (cloud, infrastructure, networking)
Experience with ServiceNow or similar ITSM platforms
Background in high-availability or regulated industries is a plus

About the Company

At Penta Consulting, we understand that technology is only as powerful as the people behind it. As a leading provider of Technology Resource Solutions, our mission is to empower businesses with the right talent and expertise to drive their digital transformation. With over 25 years of experience, we have built a strong reputation for delivering high-quality resources across various domains, including software development, artificial intelligence, project management, architecture, cloud computing, cybersecurity, and data an... Know more