Service Delivery Manager

hace 6 días

Madrid Centro, Madrid, España WTW A tiempo completo
Job Description

The Role

We are seeking a highly skilled Service Delivery Manager to oversee and manage the delivery of high-quality services to our customers. This role involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction.

The successful candidate will collaborate with cross-functional teams to deliver high-quality support services and drive continuous improvement initiatives. As a key link between our Product teams and the organization, you will focus on maintaining positive relationships and resolving issues promptly.

Key Responsibilities:
  1. Customer Relationship Management: Manage customer expectations through sound Relationship Management principles.
  2. Incident Management: Accountable for Incident Management, Major Incidents, and Problem Management for Strategic Applications and for ASM applications (in conjunction with ASM Vendor).
  3. Change Management: Responsible for Change Management relating to their supported Applications Strategic & ASM applications.
  4. Supplier Management: Ensuring Suppliers are meeting SLA's and escalating issues regarding Performance of Suppliers, in conjunction with Governance Team and standard reports created for SLA and Strategic applications.
  5. Service Level Standards: Working with the business and IT leaders to establish and sustain Service Level Standards for their applications, and third-party providers to meet or exceed the Service Level Standards.
  6. System Monitoring: Day-to-day monitoring of the application systems' status for both Strategic and ASM applications (as supplied by vendor).
  7. Resource Planning: Working 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).
  8. Technology Coordination: Coordinating all cross-functional Technology requirements, activities, and resources for system changes and upgrades.
  9. Documentation Management: Maintaining / keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems.
  10. Communication: Communicates with the IT Management team regarding improvements and recommendations.
  11. Security Representation: Represent ASM portfolio of applications on Security forums with vendor and for Strategic Applications ensuring Security, audit & Compliance.

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