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GF_IT-E484 IT Service Delivery Manager-Full Time-Madrid, Spain Sulzer is a leading engineering company with a proud heritage of innovation. Join our global team to grow your expertise and develop innovative solutions that enable a prosperous and more sustainable society. Sulzer is transforming its IT operating model to better meet business needs and achieve operational excellence. The IT Service Delivery Manager is responsible for overseeing IT Services to support this change, ensuring alignment with the new model by utilizing ServiceNow and ITIL best practices to improve service quality and drive continuous improvement. Take full ownership of the outsourced global IT Service Desk, ensuring its effective operation and alignment with organizational goals. Manage and monitor Service Desk performance against defined KPIs and SLAs, using data‑driven insights to identify trends, address gaps, and ensure high‑quality service delivery. Lead and drive continual improvement initiatives for the Service Desk, including “shift left” strategies (moving resolution to lower support tiers or self‑service) and the adoption of automation to increase efficiency and user satisfaction. Collaborate closely with outsourcing partners to ensure consistent service quality, proactive issue resolution, and alignment with transformation objectives. Analyze and monitor the effectiveness of IT Service Delivery and implement improvements as needed. Provide guidance and coordination with regional/local service managers, process owners, and all parties involved in IT support activities. Operate and enhance IT Services quality control processes and procedures. Ensure close collaboration with all IT stakeholders, especially Service Desk personnel. Ensure compliance with IT standards, policies, guidelines, and procedures, including disaster recovery and business continuity plans. 5+ years of experience in IT Service Delivery / Management roles, preferably in large organizations undergoing transformation. ~ Demonstrated experience managing outsourced service desks, with a strong record in KPI management, continual improvement, shift left, and automation initiatives. ~ Experience supporting or leading IT Service Delivery in organizations transitioning to new operating models. ~ Record implementing and operating IT Service Management frameworks and processes, preferably in ServiceNow. ~ ITIL certification or equivalent. ~ Excellent customer service skills and the ability to collaborate effectively with various stakeholders. ~ Ability to manage multiple tasks, projects, and priorities in a fast‑paced, changing environment. ~ Bachelor’s degree in Information Technology, Computer Science, or a related field. Knowledge of ServiceNow, particularly the IT Service Management module. Firsthand experience with ServiceNow and leveraging CMDB information for service management. Permanent contract. No visa or work permit support can be provided for this role.
