IT Service Delivery Manager
Location: London, United Kingdom
Remote Type: Onsite (4–5 days/week, Central London – near Covent Garden)
Job Type: Full-time
Job ID: R0017541
Key Responsibilities
Directly manage the delivery of IT services across the EMEA West region.
Lead and manage Service Delivery staff in EMEA West, including Global Service Desk and regional on-site teams.
Supervise Service Desk Team Leaders to ensure efficient team operations and service delivery.
Act as the operational liaison between EMEA West and Aristocrat’s Global IT teams in Sydney, Las Vegas, UK, and India.
Promote effective use of IT services within EMEA West through collaboration with local executives and staff.
Consolidate EMEA West On-Site IT Support into one Global IT Operational Support Organization.
Ensure the team acts as a single point of contact for service requests and incidents.
Deliver IT services as outlined in the Service Catalogue and within agreed Service Level Agreements (SLAs).
Execute commercial transactions in line with Aristocrat's Delegated Level of Authority (DLA).
Manage the financial planning and budgeting for IT Service Delivery in EMEA.
Key Functions of the Role
Manage and set performance objectives for the EMEA West Service Delivery Team.
Achieve and maintain high levels of Customer Satisfaction and drive service improvements.
Oversee IT Service Management operations including:
Problem ManagementDevelop and execute Asset Management Strategy, including policy enforcement.
Supervise daily queue management for the Global Service Desk and on-site teams in the local time zone.
Ensure timely issue resolution and response in compliance with SLAs.
Develop strategies for high-quality, low-cost, and low-touch Service Delivery across all capabilities.
Required Experience & Skills
5+ years in a similar role within a global or multi-national organization.
Proven experience in managing large, complex Service Delivery operations across time zones and countries.
Hands-on experience with ITSM platforms (preferably ServiceNow).
Strong technical expertise in:
Microsoft Endpoint Manager & AzureITIL v4 certification (Foundations or higher).
Demonstrated experience in vendor management and coordination.
Why Aristocrat?
A global leader in gaming content, casino technology, and free-to-play mobile games.
Strong B2B performance and commitment to responsible gameplay.
Encourages diversity, equity, and inclusion in the workplace.
Offers robust benefits, career growth, and global opportunities.
Our Core Values
All About the Player
Talent Unleashed
Collective Brilliance
Good Business, Good Citizen
Travel Expectations
None
Additional Notes
You may be required to register with the Nevada Gaming Control Board (NGCB) or other regulatory bodies depending on role specifics.
