IT Service Delivery Manager

hace 6 días

Madrid, Madrid, España Board Deutschland Gmbh A tiempo completo

**About Board Deutschland GmbH**

Board Deutschland GmbH is a leading provider of Intelligent Planning Platforms, trusted by thousands of organizations worldwide. Our mission is to empower enterprises to plan smarter, drive outcomes, and lead transformation.

**Job Summary**

We are seeking a highly skilled IT Service Delivery Manager to join our IT team in Madrid, Spain. As a key member of our team, you will be responsible for overseeing the delivery and management of IT services, ensuring high levels of customer satisfaction and service quality.

**Key Responsibilities**

  • Service Delivery Management: Oversee the delivery of IT services to internal stakeholders, ensuring high levels of customer satisfaction and service quality.
  • Define Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Operational Metrics: Define and implement SLAs, KPIs, and operational metrics to measure and improve service delivery effectiveness.
  • Service Desk Operations: Manage the service desk function, including incident, request, and problem management processes.
  • Service Management Implementation: Implement and maintain IT service management (ITSM) processes, continuously improving service management processes to enhance efficiency, effectiveness, and alignment with business objectives.
  • Change and Release Management: Coordinate and oversee change and release management processes, ensuring minimal disruption to IT services and business operations.
  • Vendor and Contract Management: Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.
  • Service Improvement Initiatives: Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.
  • Team Leadership and Development: Lead and mentor a team of service desk technicians and IT support staff, fostering a culture of collaboration, accountability, and professional development.

**Requirements**

  • Proven experience in IT service management, with a focus on service delivery and operations.
  • Strong leadership and management skills, with the ability to lead and mentor a team.
  • Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders and external vendors.
  • Strong analytical and problem-solving skills, with the ability to analyze service performance data and identify opportunities for improvement.
  • Knowledge of IT service management frameworks and standards, such as ITIL.

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