Application Service Delivery Manager

hace 2 meses

Madrid, España SGS A tiempo completo
Job Description

The Application Service Delivery Manager (ASDM) oversees the lifecycle of corporate IT applications at SGS, including maintenance, development, and deployment, ensuring commitments are met and value is delivered.

Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing improvements. The ASDM ensures services have adequate capacity and performance by coordinating functional teams and vendors. Additionally, they promote continuous improvement, manage service governance, and communicate with senior stakeholders.

Specific Responsibilities

1. Service Delivery Management

Assess new business requests and propose improvements. Support stakeholders in problem resolution and escalations. Ensure service delivery meets SLAs; negotiate as needed. Diagnose issues and take corrective actions. Regularly optimize methods and procedures. Monitor capacity and address any shortfalls. Confirm that service acceptance criteria are met.

2. Application Maintenance

Validate incident categorization and prioritization. Approve and support preventive maintenance request fulfillment. Manage the lifecycle of all potential or occurring problems in service delivery. Assess risks related to proposed changes and ensure that changes to products, services, or systems are controlled and coordinated.

3. Application Development

Approve impact assessments and estimations for application upgrades. Manage business relationships by defining User Acceptance Testing (UAT) cases and supporting deployment plans for projects. Lead scoping, requirements definition, and priority setting for complex, strategic programs. Provide input for requirements analysis and enhancement designs. Authorize deployments and accept major enhancements. Support preventive maintenance activities. Build and manage demand forecasts in alignment with business stakeholders.

Qualifications

Bachelor’s degree and/or master’s with relevant IT or Computer science background. Customer facing management experience is required. Relevant experience managing requirements through the entire delivery and operational life cycle.  Getting commitment to action through consideration of impacts.Combining formal and informal communication channels to achieve the desired result.  Excellent verbal and written communication skills. Excellent customer service and good negotiating skills. Ideally certified in IT Service Management (ITIL 4). Broad multi-technology knowledge. Understanding and ability to demonstrate the main principles of Service Management. Ability to influence Internally & Externally. Customer centric mindset. Collaborates Effectively. Analytical and problem-solving skills.

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