GF_IT-E484
IT Service Delivery Manager-Full Time-Madrid, Spain
Sulzer is a leading engineering company with a proud heritage of innovation. Join our global team to grow your expertise and develop innovative solutions that enable a prosperous and more sustainable society.
Sulzer is transforming its IT operating model to better meet business needs and achieve operational excellence. The IT Service Delivery Manager is responsible for overseeing IT Services to support this change, ensuring alignment with the new model by utilizing ServiceNow and ITIL best practices to improve service quality and drive continuous improvement. Experience with organizational transformation and adapting to new models is important for this role.
Your main tasks and responsibilities:
* Take full ownership of the outsourced global IT Service Desk, ensuring its effective operation and alignment with organizational goals.
* Manage and monitor Service Desk performance against defined KPIs and SLAs, using data‑driven insights to identify trends, address gaps, and ensure high‑quality service delivery.
* Lead and drive continual improvement initiatives for the Service Desk, including “shift left” strategies (moving resolution to lower support tiers or self‑service) and the adoption of automation to increase efficiency and user satisfaction.
* Collaborate closely with outsourcing partners to ensure consistent service quality, proactive issue resolution, and alignment with transformation objectives.
* Analyze and monitor the effectiveness of IT Service Delivery and implement improvements as needed.
* Provide guidance and coordination with regional/local service managers, process owners, and all parties involved in IT support activities.
* Serve as the escalation point in case of major incidents or critical situations.
* Operate and enhance IT Services quality control processes and procedures.
* Ensure close collaboration with all IT stakeholders, especially Service Desk personnel.
* Ensure compliance with IT standards, policies, guidelines, and procedures, including disaster recovery and business continuity plans.
To succeed in this role, you will need:
* 5+ years of experience in IT Service Delivery / Management roles, preferably in large organizations undergoing transformation.
* Demonstrated experience managing outsourced service desks, with a strong record in KPI management, continual improvement, shift left, and automation initiatives.
* Experience supporting or leading IT Service Delivery in organizations transitioning to new operating models.
* Record implementing and operating IT Service Management frameworks and processes, preferably in ServiceNow.
* ITIL certification or equivalent.
* Excellent customer service skills and the ability to collaborate effectively with various stakeholders.
* Ability to manage multiple tasks, projects, and priorities in a fast‑paced, changing environment.
* Effective communication and people skills.
* Ability to work independently and as part of a team.
Would Be a Plus:
* Bachelor’s degree in Information Technology, Computer Science, or a related field.
* Knowledge of ServiceNow, particularly the IT Service Management module.
* Firsthand experience with ServiceNow and leveraging CMDB information for service management.
What we offer you:
* A competitive salary as well as participation in the variable remuneration system based on personal and financial objectives.
* Restaurant tickets.
* Permanent contract.
* Accident insurance.
* Central workplace in Nuevos Ministerios.
No visa or work permit support can be provided for this role.
Do you have a question about the role?
Reach out to Alicia Gomez at Alicia.Gomez@sulzer.com or Hiring Manager – François Cisier. Our team is looking forward hearing from you!
Sulzer is an equal opportunity employer. We believe in the strength of a diverse workforce and are committed to offering an inclusive work environment.
We are proud to be recognized as a Top Employer 2025 in Brazil, China, Finland, Germany, Ireland, Switzerland, South Africa, the UK and the USA.
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