Brookfield
Service Delivery Manager (Global)
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Location
London - One Canada Square, Level 25
Brookfield Culture
Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.
Job Description
Builds and leads a high-performing, globally aligned deskside organization that delivers exceptional end-user support. Aligns ITIL-based service management practices with regional operations to ensure global consistency, accountability, and measurable service excellence, while integrating service delivery with enterprise ITSM processes.
Key Responsibilities
- Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews.
- Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard.
- Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication, and coordination during major incidents; integrate lessons learned into deskside workflows.
- Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook.
- Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog, and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.
- Cross-Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request, and Asset processes.
- ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance.
- Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration, and global training programs.
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Key Deliverables
- Defined global operating model with clear accountability and standardized workflows.
- Reduced regional process variation and improved cross-region collaboration to 90%.
- Measurable improvements in SLA performance, MTTR, and CSAT to 90%.
- Improve interaction with SNOW, reducing handoff and escalation delays by 90%.
- Enforce SOP adoption rate >= 90% compliance across regions.
- Deliver continuous improvement initiatives >= 1 per quarter.
- Improve Asset Accuracy: >= 98% inventory accuracy globally.
- Embedded culture of continuous improvement through structured reviews and a functioning improvement council.
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Required Experience
- 5+ years of IT service delivery experience with a focus on deskside operations.
- Proven success leading global initiatives and implementing ITIL service models.
- Experience translating ITSM frameworks into operational execution across regions.
- Strong proficiency in ServiceNow reporting and endpoint management solutions.
- Excellent analytical, communication, and executive stakeholder management skills.
Skills & Qualifications
- Leadership and organizational alignment across global teams.
- Deep understanding of ITIL frameworks and service management principles.
- Ability to develop and monitor KPIs and performance dashboards.
- Cross-regional coordination and change management skills.
- Competency in data integrity, reporting, and continuous improvement.
Preferred Qualifications
- ITIL v4 Foundation certification.
- Experience leading global hardware lifecycle or knowledge management programs.
- Experience integrating service delivery with ITSM processes in multinational environments.
Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence, or harassment.
We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
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