Service Delivery Manager
Service Delivery Manager
Introduction
Join the core operations team of a newly established IT Hub in Lisbon, supporting a global enterprise's mission-critical systems and services. As a Service Delivery Manager, you'll play a key role in ensuring the reliability, security, and performance of a modern Microsoft-based environment. This is an exciting opportunity to be part of a dynamic, fast-growing team, where you'll help shape operational excellence and drive the success of a new technology centre from the ground up.
Overview
The Service Delivery Manager is responsible for ensuring the delivery of high-quality IT services to both internal and external stakeholders. You will oversee service delivery processes, manage service level agreements (SLAs), and work closely with cross-functional teams to ensure seamless operations. Your focus will be on maintaining service excellence, optimising performance, and driving continuous improvement initiatives across the IT Hub.
Key Responsibilities
- Manage and optimise service delivery processes, ensuring all SLAs are met or exceeded.
- Coordinate with cross-functional teams to resolve issues, implement solutions, and deliver outstanding service.
- Track, analyse, and report on service performance metrics, using data to identify trends and areas for improvement.
- Drive a culture of continuous service improvement, proactively seeking opportunities to enhance efficiency, reliability, and customer satisfaction.
- Act as a point of escalation for service-related issues, ensuring timely resolution and communication.
Requirements
- Proven experience in IT service management, with a strong understanding of ITIL best practices (certification preferred).
- Excellent organisational, communication, and stakeholder management skills.
- Proficiency in English, both written and verbal.
- Ability to thrive in a fast-paced, collaborative environment.
FAQs
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