Service Delivery Manager | Critical Incident & IT Operations | Spain
Where: Hybrid – Barcelona City Center (onsite presence required, not daily)
Who: Service Delivery Manager (Freelance or Permanent)
Company: [Confidential – Global IT Organization]
Location: Barcelona (Spain)
The Company
A global organization focused on digital transformation, service excellence, and operational resilience, managing complex infrastructures and mission-critical services across international environments.
You will join a high-impact IT department responsible for critical incident management (L2/L3), service delivery, and executive reporting, acting as a bridge between operations, cybersecurity, infrastructure, and business leadership.
Tech Environment
Azure Cloud | ITIL Framework | ServiceNow | Salesforce | Azure DevOps | Telephony Services
Monitoring & Alerting | Infrastructure & Security | Windows / Linux | Major Incident Management
Key Responsibilities
Leadership & Strategic Influence
* Directly influence CIO-level decisions and advise on incident and service management strategies.
* Prepare technical and executive reports (in English) describing incident root causes and recommending actions for improvement.
* Act as a trusted advisor and escalation point for complex and critical incidents (L2 / L3).
Service & Operations Management (ITIL Framework)
* Enforce and optimize ITIL practices across all service areas (infrastructure, telephony, Salesforce, etc.).
* Lead Change Management and ensure strong coordination among internal and external stakeholders.
* Guarantee operational stability and end-to-end service connectivity.
Design, Migration & Monitoring
* Participate in the design and migration of applications from On-Premise to Azure Cloud.
* Oversee and enhance monitoring and alerting systems for both cloud and on-prem environments.
Security & Incident Response
* Manage cybersecurity incidents impacting IT infrastructure and service continuity.
* Collaborate with security and infrastructure teams to ensure rapid containment and communication.
Your Profile
* +10 years of experience in IT operations, service delivery, and/or infrastructure management.
* Deep understanding of ITIL processes and frameworks (certification preferred).
* Experience managing critical incidents and coordinating cross-functional teams.
* Exposure to Azure, DevOps, and hybrid cloud environments.
* Strong technical background combined with excellent communication and stakeholder management.
* Experience in large matrixed international organizations.
* Able to communicate confidently with CIOs and senior executives.
Languages
* French: Native or high level (mandatory)
* English: C1 (mandatory)
* Spanish: Professional level is a plus
Conditions
* Location: Barcelona (Spain)
* Modality: Hybrid (on-site presence required occasionally)
* Contract type: Freelance or long-term engagement
* Rate: Depending on experience and value brought by the candidate
If you are a Service Delivery Manager with strong leadership, ITIL expertise, and the ability to manage critical incidents across infrastructure, security, and cloud, this is your opportunity to join a global team and make a real impact.