Service Delivery Manager

**Description**:
**Company description**

OmniAccess is a leading managed service provider of premium connectivity, networking and cyber solutions. From our headquarter in Palma de Mallorca we cater services for superyachts, boutique cruise and research vessels, with a very strong commitment to service quality & availability. As part of our integral end-to end solutions, we design, implement and support onboard IT networks, bandwidth management tools and cyber security services, all aimed at providing our clients with premium digital solutions and the best possible user experience.

In 2018, OmniAccess joined forces with the Marlink Group. Marlink is a managed service provider and global leader in remote ICT solutions with annual revenues surpassing $800 million and 1,500 employees operating in more than 30 countries.

Wherever our customers are in the world, we deliver them possibilities to work smarter and to operate more effectively, more safely, more sustainably - without the limitations of technology.

With our possibility platform, we enable a comprehensive suite of end-to-end managed solutions (Connectivity, Network, Cyber Security, Cloud & IT, IoT & Apps), supported by professional services, unmatched global operations and delivery capabilities and local support teams.

**Description of functions**

The Service Delivery Manager (SDM) is responsible for ensuring high-quality IT services are delivered to internal and external customers within agreed SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). This role oversees IT service desk operations, incident management, problem resolution, and continual service improvement in a telecommunications environment.

The SDM acts as a bridge between IT, business stakeholders, and third-party vendors, ensuring seamless IT service management (ITSM) processes that support business operations and customer satisfaction.

**Key Responsibilities**:
1. Service Delivery & SLA Management
- Ensure IT services are delivered according to agreed SLAs and KPIs.
- Monitor incident, problem, change, and request management processes to improve service efficiency.
- Collaborate with IT teams to reduce downtime and improve system availability.
- Provide regular SLA performance reports to leadership and stakeholders.

2. IT Service Desk & Incident Management
- Oversee the IT Service Desk team, ensuring prompt resolution of user issues.
- Act as an escalation point for critical incidents, ensuring fast resolution and minimizing impact.
- Improve First Call Resolution (FCR) rates by enhancing knowledge base and training.
- Implement ITSM best practices (ITIL v4) to improve support efficiency.

3. Problem & Change Management
- Conduct Root Cause Analysis (RCA) on recurring issues and drive permanent solutions.
- Work with IT teams to implement proactive monitoring to prevent incidents.
- Oversee change and release management processes, ensuring mínimal service disruption.

4. Customer & Stakeholder Engagement
- Serve as the primary point of contact for IT service-related matters.
- Conduct regular service review meetings with business units and external customers.
- Work with telecom network & infrastructure teams to ensure service continuity.
- Gather customer feedback and drive continuous service improvement (CSI).

5. Vendor & Contract Management
- Manage relationships with third-party service providers and ensure contract compliance.
- Monitor vendor performance against agreed SLAs and KPIs.
- Negotiate service agreements and drive cost efficiency in service operations.

6. ITSM Process Improvement & Automation
- Implement automation and self-service solutions to reduce manual ticket handling.
- Drive adoption of AI-powered chatbots, automated ticket triaging, and self-healing IT systems.
- Enhance service reporting and analytics to track trends and improve IT operations.

**Requirements**:
**Required Qualifications & Skills**:
**Technical Skills**:

- Experience in IT Service Management (ITSM) tools (ServiceNow, Remedy, Jira, etc.).
- Strong understanding of ITIL frameworks and incident/problem/change management.
- Familiarity with telecom IT systems (OSS/BSS, CRM, Billing, Provisioning).
- Basic cloud and networking knowledge (AWS, Azure, Cisco, SD-WAN).
- Ability to analyze service reports, dashboards, and KPIs to drive improvements.

**Soft Skills**:

- Strong leadership & stakeholder management skills.
- Excellent communication & conflict resolution abilities.
- Ability to handle high-pressure IT incidents & service disruptions.
- Proactive, customer-focused mindset with a commitment to service excellence.

**Experience & Education**:

- Bachelor’s Degree in IT, Computer Science, Business, or related field.
- 5+ years experience in service delivery, IT operations, or ITSM roles.
- ITIL v4 certification is preferred.
- Experience in telecom, ISP, or enterprise IT environments is a plus.

**We offer**:

- Full-time employment contract.
- Annual performance bo