Service Delivery Manager
Spain
Job Description
Service Delivery Manager
Madrid, Madrid
Job Summary
He/She should responsible for ensuring the successful delivery of IT services to clients and business stakeholders. The role focuses on managing service performance, meeting SLA commitments, driving operational excellence, coordinating support teams, handling customer escalations, and continuously improving service quality and customer satisfaction.
Key Responsibilities
Service Delivery Management
- Own end-to-end service delivery for assigned accounts, applications, or business services.
- Ensure adherence to Service Level Agreements (SLAs), KPIs, and contractual commitments.
- Monitor service performance and take proactive actions to address risks and issues.
Stakeholder & Customer Management
- Act as the primary point of contact for customers and business stakeholders.
- Conduct governance meetings and service reviews.
- Manage client expectations and ensure high customer satisfaction.
Operations Management
- Oversee incident, problem, change, and service request management processes.
- Ensure smooth production support and operational stability.
- Coordinate with cross-functional teams to resolve critical issues.
Team Leadership
- Lead and mentor support and delivery teams.
- Manage resource planning, workload distribution, and performance monitoring.
- Foster a culture of continuous improvement and accountability.
Governance & Reporting
- Prepare and present operational dashboards, service reports, and KPI metrics.
- Track service trends and identify improvement opportunities.
- Ensure compliance with organizational policies and standards.
Risk & Continuous Improvement
- Identify operational risks and implement mitigation plans.
- Drive process optimization, automation, and cost-efficiency initiatives.
- Support audits, compliance reviews, and quality assessments.
Skill Requirements
Key Skills
- Service Delivery Management
- SLA/KPI Management
- Incident, Problem & Change Management (ITIL)
- Stakeholder Management
- Team Leadership
- Customer Relationship Management
- Risk Management
- Process Improvement
- Project Coordination
- Reporting and Analytics
Other Requirements
Key Skills
- Service Delivery Management
- SLA/KPI Management
- Incident, Problem & Change Management (ITIL)
- Stakeholder Management
- Team Leadership
- Customer Relationship Management
- Risk Management
- Process Improvement
- Project Coordination
- Reporting and Analytics
Information at a Glance