> Markdown version of [/jobs/ext/18831-it-service-delivery](https://www.wearedevelopers.com/jobs/ext/18831-it-service-delivery). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery - **Company:** Uber - **Location:** Amsterdam, Netherlands (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Spreadsheets, Collaborative Software, IT Management, Information Technology Operations, Operational Data Store, SQL Databases, Tableau (Software), Os Ticket, 3-tier Architectures, Servicenow - **Published:** May 20, 2026 - **Apply:** https://www.careerjet.nl/jobad/nl18f8d1827c2295bd1c9b806941d34dc3 ## About the Role * 8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams. * Track record of driving operational transformation: shift-left programs, AI/automation adoption, or vendor-model redesigns at scale. * Deep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools)., * Hands-on experience with AI-driven service transformation: virtual-agent deflection, automated ticket resolution, or self-service portal rollouts. * PMP, PgMP, ITIL Expert, or Six Sigma certification. * Proficiency in SQL, Tableau, or advanced spreadsheet analysis for operational reporting and executive storytelling. * Experience with ITSM platform engineering, IT asset management tools, or procurement platforms. * Background managing large MSP relationships end to end: RFP processes, quarterly business reviews, and performance-based contracts. ## Description You will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices. Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity. What You'll Do * Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth. * Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof. * Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality-not headcount. * Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives. * Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). 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