IT Service Delivery Manager

hace 2 días


Barcelona, Barcelona, España Novartis Farmacéutica A tiempo completo

Job Summary: We are seeking a highly skilled IT Service Delivery Manager to drive holistic IT service management for our Salesforce Marketing Automation team. The ideal candidate will have experience in managing ITIL processes, service operations, and supplier governance. Key responsibilities include delivering IT services to meet customer and internal SLAs, driving continuous service improvement, and ensuring operational excellence across the organization.

About the Role:

  • Deliver on IT Service Management for specific tower/service line across ITIL process, Service Operations along with continual service improvement and supplier operational governance.
  • Support in predicting and preventing operations for assigned scope with the target to identify gaps, reducing MTTR, improving time to delivery and CSAT in collaboration with service lines.
  • Analyze and identify improvement opportunities in existing processes and procedures, driving for improvement using Six Sigma, process simplification, or automation.
  • Provide analytical reports for actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.
  • Work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment.
  • Support in ensuring that asset relevant attributes are correctly maintained in the Configuration and Asset Management System.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3 years of experience as Service Manager, Customer Success, or equivalent roles.

What We Offer:

  • Competitive salary: $80,000 - $100,000 per year, depending on experience.
  • A dynamic work environment with opportunities for growth and professional development.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.

Join Our Team: If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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