Service Delivery Manager

hace 1 mes

Madrid, Madrid, España Wtw A tiempo completo

**Job Summary**

The Service Manager is a critical role at WTW, responsible for overseeing the delivery of high-quality services to our customers. This position 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 ASM applications (in conjunction with ASM Vendor).
  • Responsible for change management relating to supported applications – strategic & ASM applications.
  • Ensure suppliers meet service level agreements (SLAs) and escalate issues regarding supplier performance, in conjunction with the 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 each application and third-party provider to meet or exceed service level standards.
  • Monitor the application systems' status for both strategic and ASM applications (as supplied by vendor).
  • Collaborate with business leaders and managers to prioritize maintenance and enhancement requests, as well as plan and schedule maintenance and enhancement releases to ensure timely implementation with minimal disruption to the business.
  • Coordinate cross-functional technology requirements, activities, and resources for system changes and upgrades.
  • Maintain and keep up-to-date all systems documentation to ensure successful operation and maintenance of systems.
  • Communicate with the IT management team regarding improvements and recommendations.
  • Represent the ASM portfolio of applications on security forums with vendors and for strategic applications, ensuring security, audit, and compliance.

**Requirements**

  • Good ITIL principles knowledge.
  • 5+ years of experience.
  • Demonstrates knowledge of IT processes and procedures with regards to Willis Systems and business users.
  • Ability to design and implement IT services to suit business needs within budget and/or time constraints.
  • Ability to work under pressure to complete projects/tasks/major incidents.
  • Ability to use IT tools for analysis, helpdesk services, audit processes, and testing purposes.
  • Ability to use IT tools for data manipulation and reporting.
  • Ability to govern customer and supplier meetings.

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to lead the delivery of contact center services to our clients. As a key member of our Support department, you will be responsible for ensuring the compliance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that drive a positive customer...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to lead the delivery of contact center services to our clients. As a key member of our Support department, you will be responsible for ensuring the compliance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that drive a positive customer...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Wohn-Service-Team A tiempo completo

    Service Manager Job DescriptionAt Serco, we are seeking an experienced and dynamic Service Manager to join our team at the European Space Astronomy Centre (ESAC) in Madrid, Spain.Key Responsibilities:Service Management: Maintain the Service Management Plan and management deliverables, in accordance with ESA Frame Contract 2 (EFC2) SCO Management Requirements...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Wohn-Service-Team A tiempo completo

    Service Manager Job DescriptionAt Serco, we are seeking an experienced and dynamic Service Manager to join our team at the European Space Astronomy Centre (ESAC) in Madrid, Spain.Key Responsibilities:Service Management: Maintain the Service Management Plan and management deliverables, in accordance with ESA Frame Contract 2 (EFC2) SCO Management Requirements...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España British Airways Plc A tiempo completo

    Job Title: Service Delivery ManagerAt British Airways Plc, we're seeking a highly skilled Service Delivery Manager to join our team. As a key member of our IT organization, you will be responsible for ensuring the stability, performance, and uptime of our IT estate, as well as driving close alignment between technology and business functions.Key...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España British Airways Plc A tiempo completo

    Job Title: Service Delivery ManagerAt British Airways Plc, we're seeking a highly skilled Service Delivery Manager to join our team. As a key member of our IT organization, you will be responsible for ensuring the stability, performance, and uptime of our IT estate, as well as driving close alignment between technology and business functions.Key...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Erni Spain A tiempo completo

    Service Delivery ManagerAt ERNI, we're looking for a skilled Service Delivery Manager to lead our customer relationship management and ITIL-based process management for cutting-edge contact center solutions. As a key member of our team, you'll be responsible for providing and developing cost-effective IT services that contribute to our company's service...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Erni Spain A tiempo completo

    Service Delivery ManagerAt ERNI, we're looking for a skilled Service Delivery Manager to lead our customer relationship management and ITIL-based process management for cutting-edge contact center solutions. As a key member of our team, you'll be responsible for providing and developing cost-effective IT services that contribute to our company's service...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering exceptional contact center services to our clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Key...

  • Service Delivery Manager

    hace 2 días

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering exceptional contact center services to our clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Key...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an exceptional Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering high-quality contact center services to our clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Key...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an exceptional Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering high-quality contact center services to our clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Key...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio A tiempo completo

    Service Delivery ManagerSabio, a global company and leading independent UK Contact Centre solution supplier, seeks an exceptional Service Delivery Manager to join our Support department.The ideal candidate will be responsible for delivering high-quality contact center services to clients, ensuring compliance with Service Level Agreements (SLAs), and...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio A tiempo completo

    Service Delivery ManagerSabio, a global company and leading independent UK Contact Centre solution supplier, seeks an exceptional Service Delivery Manager to join our Support department.The ideal candidate will be responsible for delivering high-quality contact center services to clients, ensuring compliance with Service Level Agreements (SLAs), and...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering high-quality contact center services to our clients.Key Responsibilities:Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Sabio Group A tiempo completo

    Service Delivery ManagerSabio Group is seeking an experienced Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering high-quality contact center services to our clients.Key Responsibilities:Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Mygwork A tiempo completo

    Job Title: Service Delivery Manager SscThis role is with PageGroup, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Purpose Of Role:The purpose of this role is to oversee the end-to-end service for a value stream, encompassing product evolution, live services, risk management, and required...

  • Service Delivery Manager

    hace 4 semanas

    Madrid, Madrid, España Mygwork A tiempo completo

    Job Title: Service Delivery Manager SscThis role is with PageGroup, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Purpose Of Role:The purpose of this role is to oversee the end-to-end service for a value stream, encompassing product evolution, live services, risk management, and required...

  • Application Service Delivery Manager

    hace 16 horas

    Madrid, Madrid, España SGS A tiempo completo

    Job Title: Application Service Delivery ManagerThe 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...

  • Application Service Delivery Manager

    hace 19 horas

    Madrid, Madrid, España SGS A tiempo completo

    Job Title: Application Service Delivery ManagerThe 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...