- Growth,Transformation,Global.
- Service Delivery, Management, Optimization.
The company has tripled its revenues over the last 5 years due to mergers and acquisitions, as well as organic market expansion. Significant investments are being made in capabilities and technology to drive a growth agenda as part of its 2027 strategic plan.
The company is globalizing, professionalizing, and modernizing its Information Technology function. This includes building a global team to leverage economies of scale while staying agile and responsive to local market needs. The company relies on third-party service providers for staff augmentation, with strategy and delivery remaining in-house.
This is an exciting time for an IT professional to join a company that is placing digital and information technology at the heart of its transformation journey. The culture and work environment allow people to make a positive contribution and truly make a difference.
Service Orientation:
- Establishes and maintains strong relationships with stakeholders.
- Proactively anticipates customer needs/demand and challenges, offering solutions before the customer identifies them.
- Regularly gathers feedback from users on service quality and responsiveness.
- Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders.
- Ensure that SLAs are aligned with business objectives and monitor compliance against agreed targets.
Leadership and Team Management:
- Provides clear direction and supports team members in their roles.
- Conducts regular performance reviews and provides constructive feedback.
- Recognizes and rewards team contributions and successes.
- Supports the preparation and management of budgets, monitor expenses across our IT Partners/Services.
- Ensure cost-effective service delivery operations.
Stakeholder Engagement and Communication Skills:
- Act as the primary interface between business stakeholders and the IT service delivery team.
- Point of contact for escalations regarding Service Performance levels and Major Incidents.
- Build and maintain strong relationships with customers to ensure their needs and expectations are met.
- Regional point of contact to accept, assess and manage Demand from business stakeholders, on point to facilitate Service Transition of new IT services in region.
- Presents complex information in a straightforward manner to different audiences.
- Facilitates open dialogue and encourages feedback from team members and stakeholders.
- Prepares comprehensive reports and documentation for management review.
Analytical and Problem-Solving Skills:
- Utilizes metrics and KPIs to evaluate service performance and identify areas for improvement.
- Conducts root cause analysis on incidents and problems to prevent recurrence.
- Uses critical thinking to assess situations and propose feasible solutions effectively.
Knowledge of IT Service Management Frameworks:
- Demonstrates familiarity with ITIL processes and methodologies.
- Applies ITSM best practices to manage incidents, problems, changes, and service requests effectively.
- Participates in and contributes to process improvement initiatives.
- Act as the regional Service Management champion, provide education and training to service stakeholder as required to support and embed Service Management behaviors.
- Foster a culture of continuous learning and development.
Service Management:
- Ensure consistent delivery of high-quality IT services.
- Oversee the IT service delivery process to enhance client satisfaction.
- Participate in SIAM Governance representing regions in dailyweeklymonthly operational, service and practice performance reviews and reporting.
- Lead the response to major incidents and service disruptions, coordinating resolution efforts across teams and creating/driving RCA's post incident (this SDM role will perform the Major Incident Mgmt. role, with out of hours/follow the sun coverage required).
Risk Management:
- Conducts risk assessments for service impacts and takes proactive measures to address them.
- Monitors compliance with internal policies and external regulations to minimize risks.
- Develops contingency plans to address potential service disruptions.
Technology & Process Innovation:
- Help identify and implement tools and technologies that support SIAM processes and efficiencies.
- Stay current with industry trends and emerging technologies relevant to Service Management and SIAM.
- Support Caldic's ITSM Toolset, drive initiatives to improve process automation, service delivery efficiency, and end-user experience.
Service Operations (ITIL Framework):
- Escalation point for incidents in region (includes performing the role of Major Incident Manager.) and covering for other regions. Drive dispute resolution (managing conflicts between service providers/internal teams).
- Career Growth
- Cross-Functional Exposure
- Integral Impact
- Skill Development
- High Responsibility
- Innovation and Change Management
- Salary package
- Benefits
- Remote work
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📌 Service Delivery Manager
🏢 Michael Page
📍 Barcelona