Service Delivery and Support

**The Service Delivery team plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the Service Delivery team is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.**:
**Your day-to-day**:
You will be part of the Systems & Infrastructure team and, together with your colleagues Felipe and Jennifer, you will help all Voxelians with the problems they may have in their corporate teams. Works reporting directly to Service Delivery Manager and it’s responsible for working with External Service Delivery provider to facilitate service delivery.

Responsible for communicating service results and managing stakeholders’ expectations within Amadeus.

Especially this position will be in charge of managing Amadeus Service Delivery specific activities such as:

- ** Site IT operations management**:

- Coordination of site activities, assets lifecycle, providers relationship and acting as key point of contact for the local business stakeholders.
- Coordinate service delivery teams to provide best in breed end to end services on workplace, network and infrastructure services.
- ** Request, Incident and Problem Management**:

- ** Service Level Management** monitoring to ensure availability, performance and reliability of the systems under scope.
- ** Change & Knowledge Management activities**. Enable and foster changes coordination, act and support lessons learned along knowledge sharing.
- ** Quality Management.** Contribute to the establishment and use of best practices in IT services change management. Be a key driver bringing customer facing attitude and help drive the change ensure all Service Level Agreements are met with expected high quality.
- ** IT Service Continuity and Service Strategy**. To support the Service Delivery Manager in ensuring business continuity for the Iberia region.
- ** Projects and programs onsite delivery**.
- Contribute to onsite assessment, coordinate and execute the delivery of projects, epics and OKR inclusive of third partners when required.
- Operational readiness for Go-Live.
- Change and communication coordination to local business.
- ** Supplier’s management and procurement**.
- Stock management.
- Vendor research and selection.
- Contract management.
- Purchase orders end-to-end management.
- ** Continuous improvement**. Proactively identifying opportunities for improving the performance of this stage of a service lifecycle and assists process owners with these improvements’ implementation. Standards framework and service roadmap assurance.

**Communication **to Service Delivery Manager and DTS management with efficiency and accuracy in all the service delivery activities by reporting any progress/delay or escalation.

**What are we looking for?**:

- Soft Skills:

- Communication Advanced, English/Fluent.
- Critical thinking and problem solving.
- Time management.
- Coordination and leadership.
- Strong Technical Skills & Knowledge:

- ITIL and Agile methodologies. Governance models.
- IT Infrastructure architecture and capability planning.
- Large-scale enterprise infrastructure system development and integration.
- Cloud services (infrastructure as a service, platform as a service, device as a service).
- Vendor Management and IT procurement.
- Business continuity and disaster recovery.
- Work experience: 5 years in a multinational company.
- Experience in supporting process service delivery department in a service delivery company (IT outsourcing, IT operations management and reporting) is a must.
- Education: degree in computer science, information systems, business administration, or another related field.

**What are we looking for?**:

- Permanent contract
- We are remote-friendly
- Flexible timetable
- Medical insurance
- Extra vacation days
- Flexible compensation plan

and much more
- Language classes
- Andjoy - Gympass
- Yoga and core classes at the offices
- Physiotherapy service
- Life coaching & psychology service
- Referral Program

**About Voxel**:
At Voxel, we develop technological solutions for small and large companies with the aim of digitalizing purchasing, invoicing and payment processes. We are leaders in electronic invoicing and payment solutions in the travel and food & hospitality sectors at international level.

Voxel’s purpose is to promote the happiness of those that are part of our organization through personal and professional development, thus contributing to building a fairer and more sustainable society. Our purpose is implemented every day through our culture and our values: #PeopleFreaks #ChallengeManiacs #FUNtasticTeamPlayers and #ChangeLovers.