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Service Delivery Manager

Requisition Number:  34944


International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting our clients’ employees first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients and their employees in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective on a global scale to protect and save lives and thereby enable our clients to achieve their business goals. As we’ve delivered on this mission over the last 35 years, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

Job Summary


  • Service Owner for Intl.SOS Enterprise Applications landscape ensuring that service operations are managed with a business focus.
  • Accountable for Continuous Service Improvement (CSI), timely resolution of support issues to achieve contracted Service Level Agreements, and Line of Business Service reporting end to end impact
  • Collaborate with stakeholders (IT and business) to drive increased customer satisfaction and engagement including a full feedback loop and action plan creation and execution

Job Description:


Key Responsibilities:

•    Service owner for Enterprise Applications
•    Accountable for ensuring stakeholders are engaged at the right time during MI / P1 incidents and equipped with value added technical information to take business decisions
•    Ownership of MI / P1 / RCA post-mortems to present on agreed frequency with ITBP, ITSS, and Business Line / CMT leadership

•    Service owner for reporting metrics and operational excellence (MI, P1, Trending, CSI)
•    Engage and lead regular service review with ITBP and agree outcomes
•    Maintain high quality standard for overall service delivery of application support services
•    Responsible for governance framework, process & controls to achieve the desired business outcomes
•    Responsible for continuous service improvements and automation & innovation to drive operational efficiencies and enhance overall user experience
•    Support Intl. SOS organizational “Cloud First” strategy
•    Collaborate with IT business partners and PMO to successfully deliver strategic IT and business objectives
•    Collaborate with IT delivery teams and delivery partners to ensure service excellence and service stability 

•    Responsible for transitioning the service/application from project team to operations acceptance

Responsible for the Service Management processes to ensure reliable and highly available application landscape:

o    Incident Management
o    Problem Management
o    Release Management
o    Change Management
o    Configuration Management
o    Service Level Management
o    Availability and Capacity Management
o    IT Service Continuity Management

Job Description (cont.)


Required Skills and Knowledge:

Incident, Requests, Change and Problem Management:


•    Oversee daily BAU operational issues, inclusive of tracking escalated tickets and management of resolution times and root cause analysis to develop process improvements
•    Ensure we adhere to agreed P1/MI process engagement, leveraging the ITBP and Business Stakeholders as applicable to successfully navigate through Priority 1 and Major Incidents and restore the IT services as quickly as possible to minimize the service disruptions to the business
•    Ensure that the root cause analysis (RCA) and preventive measures for P1/MI are completed as per SLA and review the outcomes with the key business stakeholders
•    Perform regular demand and capacity management reviews and ensure we meet growing business needs.
•    Collaborate with Security Team and ensure the application vulnerabilities are remediated in agreed time period
•    Service Management ownership: drives all incident, requests, changes & problem plans to meet or exceed the SLA.
•    Accountable for the technical resolution of all incidents and problems.
•    Service Reporting: Plan, schedule, monitor and report on activities related to incident, requests, changes and problem resolution.
•    Determine and continually improve the incident, request, change and problem management processes (CSI).
•    Identify issues with team structure, resourcing, risks, funding and dependencies.

Vendor/Partner management:


•     Perform regular vendor management duties including but not limited to the following:
o    Conduct weekly & monthly service reviews on KPIs and SLAs
o    Present KPI / SLA to agreed stakeholders
o    Ensure that the services delivered by the vendors meet the agreed contracts & business expectations
o    Escalation management of issues
o    Coach & mentor as required
o    Resolution of success limiters
o    Financial management
    to deliver IT services required to achieve business objectives.
•    Ensure proper SOP/documentation is maintained by the vendor
•    Negotiate new and existing vendor contracts.
•    Collaborate with all internal IT teams to assure vendor effectively delivers the contracted SOW
•    Track, measure, report and evaluate vendor performance



Required Work Experience:


•    Minimum of ten (10) years IT experience with five (5) years in application development & support for applications
•    Minimum of 5 years of IT service delivery management experience preferably in a global environment


Required Education:


•    Bachelor's degree in Information Systems, Computer Science or related technical discipline or equivalent work experience 
•    ITIL v 4.0 Foundation


Required Languages:


•    Excellent written and spoken English


Travel / Rotation Requirements:


•    Travel outside home location may be required.

Additional information:


COVID-19 Vaccination Policy


International SOS Assistance, Inc. requires its employees to be fully vaccinated against COVID-19, where allowable under the law, unless the employee is approved for a reasonable accommodation based on medical conditions or a sincerely held religious belief that prevents the employee from being vaccinated.

If you are vaccinated, you are required to provide proof of your vaccination status within the first 30 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment.
Additionally, if you are unable to be fully vaccinated due to a medical condition or sincerely held religious belief, you will be required to apply for and receive a reasonable accommodation as a condition of employment. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your accommodation request is granted, you will undergo weekly COVID testing, if working in one of our offices. If your request for an accommodation is not approved, then your employment will be terminated.


International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.