About the role Overall role purpose In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’. The Service Delivery Manager plays a crucial role in developing and monitoring efficient services to GTIL and its internal customers. Reporting directly to the Chief Information Officer and Chief Information Security Officer, within the Risk Management, Operations and Projects service line, the role has key relationships to IT Operations, cybersecurity team, Project Management Office (PMO), Managed Service Provider (MSP) and Managed Security Service Provider (MSSP). This role is the lead facilitator for the delivery, management and improvement of IT services to support GTIL’s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. Main responsibilities
Contribute directly to the strategy, development and quality of IT Service Management and GTIL’s service delivery capability.
Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
Own specific IT Services and ensure their effective delivery, management and improvement to GTIL and internal customer.
Own, operate and improve the defined Change and Release Management (CARM) process with a focus on ensuring changes have minimum impact on GTIL’s services and operations.
Active stakeholder and driver in underlying operations and cyber processes to establish Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT and cyber service deliverables and the agreements above.
Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
Contribute to and report on talent management practices, including skills gap/role alignment, training, hiring and resourcing processes.
Person specification
Bachelor's Degree in Computer Science, Information Systems, or equivalent work experience
ITIL v4 Master certification
Six Sigma certification is desired
Familiarity of the NIST Cyber Security Framework (CSF) or other security controls and cyber risk management models
Technical certifications (MCSE, CCNA, vendor tools and systems) are a plus
Experience – Essential
Extensive experience (at least 7 years’) in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
The ideal candidate would have a technical background and experience within IT and/or cybersecurity operations.
Demonstrated operational expertise
Service, project and results-orientation, demonstrating strong analytical and problem-solving skills.
High-energy work ethic, demonstrating ability to establish vision, drive change and deliver results.
Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
Developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
Experience of ITSM software applications and tools, analysis and reporting, Knowledge of developing and managing continuous improvement programs
The role requires effective leadership, communication (verbal and written) and project management skills to work with various levels and divisions within the organization.
Strong organizational and communication skills
Ability to learn and adapt to constantly changing technology landscape
This role scope of responsibility may require interaction with Grant Thornton member firm stakeholders. Communication and relationship building is a key requirement
Cultural awareness, the ability to work well with people from different disciplines and backgrounds
Ability to be agile, respond positively to change and contribute with an innovative and global mindset.
Strong relationship skills and cultural awareness, the ability to work well with people from different disciplines and cultures.
Ability to be agile, respond positively to change and contribute with an innovative and global mindset.
About UsAt Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better.About the TeamThe team you’re about to join is ready to help you thrive. Here’s how: Whether it’s your work location, weekly schedule or unlimited flex time off, we empower you with the options to work in the way that best serves your clients and your life. Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household. We understand that your needs, responsibilities and experiences are different — and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we’re taking action for diversity, equity & inclusion at www.gt.com/careers Here’s what you can expect next: If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers. Benefits: We understand that your needs, responsibilities and experiences are different, and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: https://www.grantthornton.com/careers/rewards-and-benefits
Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave, and are paid for firm holidays that fall within their internship period.
Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Seasonal employees may also be eligible to participate in the firm’s 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave.
Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation.
Additional Details: It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact [email protected]. For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.