IT Service Delivery

About Palladium:

Palladium is a global company working to design, develop and deliver positive impact on the lives and livelihoods of people around the globe; broaden access to health, water, power, and infrastructure; build enduring, sustainable, and transformative institutions and market systems to address global challenges; and conserve the natural world. We operate in over 90 countries and have a workforce of 4,000 talented, motivated, and diverse staff of all religions, races, languages, and gender identities. 

This Opportunity:

The IT Service Delivery Manager will focus on designing, organizing, deploying and monitoring ICT services delivered at both the Global and Partnerships levels. The preferred candidate should be recognised as an expert in provisioning services delivery, end-user support and training.  

The role will serve as a subject matter expert when working to define the services the ICT infrastructure and systems will provide to users. 

Location and Compensation:

The position is based in Guatemala for remote work.

Please be advised that a final salary offer will be based on various factors, including but not limited to your qualifications, education, experience, skills, seniority, performance, and Palladium’s business or organizational needs.

If you have any questions or concerns regarding the compensation for this position, please do not hesitate to reach out to us. We value your interest in our company and appreciate the opportunity to discuss this opportunity with you.

You and Your Career:

If you are a multitasker, learner, problem-solver, collaborator, and doer, and if you have expertise in ICT-driven services and help desk systems, we are interested in hearing from you. 

We are a learning organization and provide growth opportunities from the start.  We pride ourselves on giving you the freedom, resources, and guidance to chart a fulfilling career!

Reporting Lines:

The role is part of Global ICT. Supports managers and employees globally. Maintains close working relationships with the Systems Architect, System Administrators, and ICT Leaders to ensure consistency and alignment with global standards, policies and processes. 

Primary Roles and Responsibilities: 

Establish the vision, in collaboration with the Director ICT Global and key ICT stakeholders from the Partnerships of the services to be provided by the ICT systems.
Develop policies, guidelines and standards for the deployment and operation of the services provided by ICT.
Lead deployment of ICT related projects focusing on support resources for users, training and quality post-service.
Establish, deploy, manage and monitor the use of the Help Desk System for end-user support.
Manage the provision and ongoing management of level 1, 2, 3 support whether staffed internally or externally ensuring appropriate quality of service.
Provide 3rd level technical support for the Help Desk System and manage escalations to vendors as required.
Monitor of service delivery efficiency and quality.

Provide technical support to ICT Leaders and Technical Support from the partnerships in the deployment, provision and/or operation of ICT services for the Partnerships and their projects.
Share knowledge and mentors/assists team members and other peers who are less experienced or knowledgeable in ICT services delivery.
Organise and oversee the creation and delivery of training and related ICT knowledge management practices.
Manage vendor invoice processing for cost recovery.
Maintain up-to-date awareness of industry developments and best practices regarding user support and service delivery, ensuring that systems in place are maintained in the most current and efficient state.

Essential Criteria:


High level of written and spoken English.
Extensive relevant ICT experience. 
Extensive experience in user training. 
Extensive experience in a management position. 
Demonstrable experience in designing, deploying, operating and monitoring ICT-driven services. 
Substantial knowledge of hardware, software, network and communication systems.  
Experience administering and monitoring Help Desk Systems and others, as required.  
Experience organizing and overseeing support teams. 

Desirable Criteria:

 Knowledge of LMS systems and their management. 

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status. 

Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.

Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse.  All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.