About the role
We are looking for an experienced IT Service Delivery Manager to oversee the end-to-end delivery of SaaS-based IT services and associated applications. This role is critical in ensuring services are reliable, high-quality, and aligned with business needs.
You will play a key role in driving service excellence, improving customer satisfaction, and ensuring operational efficiency across the IT service lifecycle.
Responsibilities
* Owning and managing the end-to-end delivery of IT services and SaaS solutions
* Ensuring services meet agreed SLAs and KPIs and exceed business expectations
* Acting as the primary liaison between IT and business stakeholders for service-related matters
* Leading major incident response, coordinating internal teams and external vendors
* Managing incident, problem, change, and service request processes
* Identifying and managing service risks, dependencies, and continuity plans
* Monitoring service performance and driving continuous improvement initiatives
* Building and maintaining strong relationships with vendors and internal teams
* Supporting contract negotiations and service agreement reviews
* Providing operational direction to multiple vendors and delivery teams
* Ensuring compliance with security, privacy, and regulatory requirements
Cultural principles
* We Act Like Owners
* We Care Because It Counts
* We Push for Progress
* We Are Even Better Together
About you
* Strong analytical skills with attention to detail and data accuracy
* Good risk awareness and understanding of operational impact
* Excellent communication skills, with the ability to engage both technical and non-technical audiences
* Ability to manage multiple priorities and meet deadlines effectively
* Previous experience in a similar role and hands‑on experience with ITSM processes (incident, problem, change, and service management)
* Experience managing suppliers and SLAs, including contract support
* Proven ability to manage cross‑functional teams and third‑party vendors
* Experience establishing and maintaining governance models
* Experience onboarding/offboarding suppliers and integrating them into ITSM processes
* Bachelor’s or Master’s degree in IT or a related technical field is desirable
* ITIL certification or strong, demonstrable understanding of ITSM principles
* PRINCE2 or PMP certification is desirable but not essential
* Professional level English and Spanish languages are essential
Please note this is a Direct Search led by SARIA Food and Pharma. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.
Equality and diversity at SARIA Food and Pharma / Saria group of companies
We value diversity and are committed to an inclusive working environment in which all employees are respected and supported regardless of gender, age, ethnic origin, religion, sexual orientation, disability, or social background. We expressly welcome applications from people with a wide range of perspectives and experiences. Our goal is to ensure equal opportunities and actively combat discrimination – both in the application process and in everyday working life.
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