Service Delivery Manager

hace 5 días

Madrid, Madrid, España Mygwork A tiempo completo
About the Role

This is a unique opportunity to join Mygwork, an inclusive employer and a member of the LGBTQ+ business community, as a Service Delivery Manager. The successful candidate will be responsible for the end-to-end service for a value stream, including product evolution, live services, risk management, and required governance.

Key Responsibilities
  • Manage the delivery of roadmap for a value stream in the Digital hub team.
  • Oversee the day-to-day development and support services, provided by offshore 3rd party teams.
  • Lead and drive all aspects of project delivery, ensuring key time, quality, and cost milestones are achieved.
  • Conduct regular project team meetings with key internal and external stakeholders to ensure projects stay on track.
  • Define and agree delivery plans and roadmaps for all the projects planned throughout the year.
  • Manage team resources, create project plans, track costs, monitor progress, track metrics, and identify risks early on.
  • Lead the collaborative, dynamic planning process, prioritizing work against team capacity and capability.
  • Focus on deliverables, business needs, team productivity, and removal of blockers to ensure project success.
  • Produce governance reports, manage budgets, and risk management, reporting monthly on value stream performance.
  • Oversee day-to-day operations of live services, ensuring availability, reliability, and performance meet expected standards.
  • Collaborate closely with operational leads to address operational issues, manage SLAs, and mitigate risks.
Requirements
  • Excellent delivery focus and drive.
  • Direct experience of IT Applications and related project delivery, including business change elements.
  • Proven track record in delivering IT Application projects and managing virtual and distributed IT teams.
  • Proficient with project planning tools, such as MS Project, JIRA, and Confluence.
  • Project financial management.
  • Good communication skills to effectively manage relationships with external suppliers, internal customers, and senior management.
  • Experience of working in a global team and proven ability to address issues and challenges associated with global working.
  • 6+ years of project management experience.
  • Proficient in English language.
  • Agile DevOps experience.
  • Familiarity with ITIL frameworks and best practices for service delivery and operations.
Preferred Qualifications
  • Experience in managing live services or IT operations, including incident management, problem management, and change management processes.
  • Good understanding of Applications Technology, with the ability to credibly challenge technical teams.
  • Good understanding and experience of applications in one or more of the following functional areas: CRM, Digital, Back Office (HR, finance, legal), and information management and BI.
  • Experience of managing multi-regional projects and deployments into multiple countries.
Mandatory Attitudes and Behaviours
  • Proactive.
  • Solution and delivery oriented.
  • Analytical and strong attention to detail.
  • Pragmatic, able to balance competing pressures and influences.
  • Good communication style, able to influence business decisions.
  • Able to work with staff at senior and junior levels and from a range of cultural backgrounds.
  • Able to engage, enthuse, and motivate teams and individuals.
  • Eager to learn new products and new ways of working.
  • Experience in a very multinational environment.

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