IT Service Delivery Manager

hace 3 meses

Madrid, España Axpo A tiempo completo

IT / Technology - Madrid - Hybrid Remote

**Workload: 100%**

In your role as an IT Service Delivery Manager at Axpo, you will develop and deploy the strategic vision for cloud service delivery and set long-term objectives. This and other exciting tasks are waiting for you. Read further, if this sounds interesting to you:
**What you will do**:

- Coordinate and take ownership of the service level agreements between our cloud-managed service and AXPO, which details the parameters of the managed services that are provided
- Collaborate with Key IT areas to develop a roadmap for all responsible services
- Build trusted relationships with business teams and act as a point of contact and escalation for the customer.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Identifying customer needs and overseeing service delivery within the business context.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Assessing customer feedback and using your creativity to establish, improve, and refine services
- Develop a deep understanding of projects to gain insights into the scope of service delivery
- Provide regular and accurate management reporting on IT Service performance
- Analyze internal processes as well as third-party, and create strategies for service delivery optimization

**What you bring & who you are**:

- A bachelor's degree in Computer science / vocational education / technical college (or any other related field)
- Several years of experience in IT service management role working with international teams
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Experience of managing 3rd parties and 3rd party-delivered services
- Experience of managing company infrastructure projects mainly running in the cloud. Experience of Application Support is a plus
- Advanced knowledge and hands-on experience on ServiceNow and Jira
- Excellent leadership and customer service skills
- Strong teamwork skills and attention to detail
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Excellent communication and organizational skills (advanced English is a must, Spanish is desirable)
- Ability to manage and prioritize tasks efficiently

**About the Team**:
Axpo has a team of experienced professionals with in-depth knowledge of the Energy industry. You can become a part of a dynamic, international, and team-oriented community that empowers you to think innovatively and to implement your ideas and solutions. Join us and help shape the way we build products and make our customers happy.

**What we offer**:

- Lunch vouchers
- Health insurance
- Yearly variable bonus
- 90% discount on the nearby gym
- Hybrid work
- Flexible Schedule
- 23 days of holidays
- Language lessons
- Periodical travels to Switzerland
- Department
- IT / Technology
- Role
- Permanent position
- Locations
- Madrid
- Remote status
- Hybrid Remote
- Employment type
- Full-time

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