Service Delivery Manager

hace 5 días

Madrid, Madrid, España Wtw A tiempo completo

Job Summary

The Service Delivery Manager is responsible for overseeing and managing the delivery of high-quality services to customers. This role involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction.

Key Responsibilities

  • Manage customer expectations through sound relationship management principles.
  • Accountable for incident management, major incidents, and problem management for strategic applications and for ASM applications (in conjunction with ASM vendor).
  • Responsible for change management relating to supported applications, strategic & ASM applications.
  • Ensure suppliers are meeting SLAs and escalate issues regarding performance of suppliers, in conjunction with governance team and standard reports created for SLA and strategic applications.
  • Work with business and IT leaders to establish and sustain service level standards for applications, and third-party providers to meet or exceed service level standards.
  • Day-to-day monitoring of application systems' status for both strategic and ASM applications (as supplied by vendor).
  • Work with business leaders and managers to prioritize maintenance and enhancement requests, as well as planning & scheduling maintenance and enhancement releases so that they can be implemented on-time, on-budget, and with minimum interruption to the business(es).
  • Coordinate all cross-functional technology requirements, activities, and resources for system changes and upgrades.
  • Maintain/keep up-to-date all systems documentation to ensure the successful operation and maintenance of systems.
  • Communicate with IT management team regarding improvements and recommendations.
  • Represent ASM portfolio of applications on security forums with vendor and for strategic applications ensuring security, audit & compliance.

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