IT Service Delivery Manager

• Strong English Level + strong ITSM experience and ITIL knowledge required
• Experience with ServiceNow, SLAs, KPIs and large-scale environments

Acerca de nuestro cliente

Our client is a leading organisation within the Property industry, focused on leveraging technology to enhance operational efficiency and customer experience.

Descripción

• Lead and manage IT service delivery operations, ensuring high performance across support teams and service functions.
• Design and implement ITSM processes aligned with ITIL best practices, including Incident, Problem, Change, and Configuration Management.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and user experience.
• Manage service performance through KPIs, SLAs, and reporting, providing insights to senior leadership.
• Coordinate major incidents, ensuring effective communication, timely resolution, and root cause analysis.
• Oversee vendor performance, ensuring contractual compliance and continuous service improvement.
• Collaborate with cross-functional teams to align IT services with business needs.
• Lead ServiceNow optimisation and adoption, including workflows and service enhancements.
• Ensure compliance with internal policies, governance standards, and regulatory requirements (including SOX).
• Develop and implement strategies to improve IT service delivery across multiple regions.

Perfil buscado (h/m)

A successful ITSM Manager should have:

• +10 years of experience in IT, with strong background in IT Service Management roles.
• Proven experience as a Service Delivery Manager or similar leadership position.
• Strong knowledge of ITIL frameworks and best practices.
• Experience managing global or large-scale IT operations and external vendors.
• Strong analytical mindset with experience managing service metrics and dashboards.
• Excellent stakeholder management and communication skills.
• Experience with ServiceNow or similar ITSM tools.
• Ability to lead teams in fast-paced, complex environments.
• Fluent in English and Spanish (C1 level required).

Qué Ofrecemos

• Permanent position in a large organization in the Property industry.
• Opportunities for professional growth and development.
• A collaborative and supportive work culture.
• Chance to make a significant impact on the organization's IT service delivery.