Application Service Delivery Manager

hace 16 horas

Madrid, Madrid, España SGS A tiempo completo
Job Title: Application Service Delivery Manager

The Application Service Delivery Manager plays a critical role in overseeing the lifecycle of corporate IT applications at SGS, ensuring seamless maintenance, development, and deployment. This position is responsible for managing service risks, monitoring key performance indicators (KPIs) to meet operational objectives, and proposing improvements to enhance service delivery.

Key Responsibilities:

1. Service Delivery Management

  • Assess new business requests and propose improvements to optimize service delivery.
  • Support stakeholders in problem resolution and escalations, ensuring timely and effective issue resolution.
  • Ensure service delivery meets service level agreements (SLAs); negotiate with stakeholders as needed to meet expectations.
  • Diagnose issues and take corrective actions to prevent service disruptions.
  • Regularly optimize methods and procedures to improve service efficiency and effectiveness.
  • Monitor capacity and address any shortfalls to ensure adequate service delivery.
  • Confirm that service acceptance criteria are met to ensure high-quality service delivery.

2. Application Maintenance

  • Validate incident categorization and prioritization to ensure timely and effective issue resolution.
  • Approve and support preventive maintenance request fulfillment to prevent service disruptions.
  • Manage the lifecycle of all potential or occurring problems in service delivery, ensuring prompt and effective resolution.
  • Assess risks related to proposed changes and ensure that changes to products, services, or systems are controlled and coordinated to minimize risks.

3. Application Development

  • Approve impact assessments and estimations for application upgrades to ensure informed decision-making.
  • Manage business relationships by defining User Acceptance Testing (UAT) cases and supporting deployment plans for projects.
  • Lead scoping, requirements definition, and priority setting for complex, strategic programs to ensure alignment with business objectives.
  • Provide input for requirements analysis and enhancement designs to ensure high-quality service delivery.
  • Authorize deployments and accept major enhancements to ensure seamless service delivery.
  • Support preventive maintenance activities to prevent service disruptions.
  • Build and manage demand forecasts in alignment with business stakeholders to ensure informed decision-making.

Qualifications:

  • Bachelor's degree and/or master's with relevant IT or Computer Science background.
  • Customer-facing management experience is required.
  • Relevant experience managing requirements through the entire delivery and operational life cycle.
  • Excellent verbal and written communication skills.
  • Excellent customer service and good negotiating skills.
  • Ideally certified in IT Service Management (ITIL 4).
  • Broad multi-technology knowledge.
  • Understanding and ability to demonstrate the main principles of Service Management.
  • Ability to influence internally and externally.
  • Customer-centric mindset.
  • Collaborates effectively.
  • Analytical and problem-solving skills.

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