Service Delivery Manager

hace 1 mes


Madrid, Madrid, España Mygwork A tiempo completo
Job Overview

This role is with WTW, an inclusive employer and a member of Mygwork – the largest global platform for the LGBTQ+ business community.

About the Role

We are seeking a highly skilled Service Delivery Manager to support the oversight and management of high-quality services to customers. The ideal candidate will have experience in coordinating vendor service teams and ensuring customer satisfaction.

The Service Delivery Manager will be responsible for analyzing the availability, performance, and reliability of our organization's strategic applications and Application Support & Maintenance applications (ASM). They will collaborate with cross-functional teams to support high-quality services and continuous improvement initiatives.

This role serves as a link between the WTW Product teams and the organization, focusing on maintaining positive relationships and resolving issues promptly.

Key Responsibilities
  • Manage customer expectations through sound Relationship Management principles.
  • Analyze Incident Management, Major Incidents, Changes, and Problems for Strategic Applications and for ASM applications.
  • Evaluate Suppliers' performance against Service Level Agreements.
  • Work with business and IT leaders to establish and sustain Service Level Standards for each application and third-party provider.
  • Monitor the status of application systems for both Strategic and ASM applications (as supplied by vendors).
  • Prioritize maintenance and enhancement requests in collaboration with business leaders and managers.
  • Compile cross-functional Technology requirements, activities, and resources for system changes and upgrades.
  • Maintain and update system documentation.
  • Communicate improvements and recommendations to the IT Management team.
  • Participate in security forums with vendors for Strategic Applications, ensuring Security, audit, and Compliance.
Requirements
  • At least 1 year of experience.
  • Ability to work under pressure.
  • Experience in IT Tools, Helpdesk Services, Audit, or Testing processes.
  • Proven track record of working with customers.
  • Excellent communication and interpersonal skills with Good English Spoken and written skills.
  • Located in Madrid, this role requires on-site/office presence in support of learning & development activities.
What We Offer

A competitive estimated salary range of €35,000 - €50,000 per annum, commensurate with experience and qualifications. This estimate is based on the current cost of living in Madrid and industry standards.



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