DirecciónJob Purpose
The Senior Service Delivery Manager is a key role responsible for managing and enhancing the delivery of infrastructure services through effective vendor management. This individual will oversee large-scale Master Service Agreements (MSAs) with strategic vendors, ensuring that service levels meet or exceed business requirements and expectations. The role demands a strategic approach to vendor relationships, focusing on performance management, cost efficiency, and innovation in service delivery. The successful candidate will establish and measure the ITIL processes for vendor and internal service providers alike. This role involves setting aligned KPIs & SLAs for our Services, assessing customer feedback, build and improving procedures accordingly to ensure that excellent end-user experience is always provided.
Main Tasks and Responsibilities
- Vendor Management: Develop and maintain strong relationships with key vendors. Negotiate, manage, and monitor MSAs for infrastructure services, ensuring compliance and performance. Conduct regular reviews with vendors to assess performance against SLAs, identify areas for improvement, and implement corrective actions.
- Own the Information Technology Infrastructure Library-defined processes.
- Ensure with End-to-End process management the best possible performance in quality, security, compliance, and costs.
- She/He integrates the new global Service Support processes across multiple functions, locational geographies, vendors, and business units.
- Strategic Planning: Work closely with IT management to align vendor services with organizational objectives and strategies. Identify opportunities for service improvement and cost reduction. Develop and implement strategic plans for IT service delivery enhancements.
- Demand Management: Align the provision of IT services to meet business needs in a cost-effective and timely manner. Promote standard services, and leverage the service portfolio to ensure the right services are delivered efficiently in the aspects of time, volume, and price.
- Service Delivery Oversight: Ensure that infrastructure services are delivered in line with agreed standards and SLAs. Monitor service delivery performance, addressing any issues or gaps promptly. Implement best practices in service management to achieve continuous improvement.
- Take ownership of critical & major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support service delivery.
- Risk Management: Identify and manage risks associated with vendor services and infrastructure management. Develop and implement risk mitigation strategies to protect organizational interests.
- Financial Management: Oversee budgeting and financial management for vendor services. Ensure cost-effectiveness and manage expenditures within allocated budgets.
- Stakeholder Management: Serve as the primary point of contact for internal stakeholders regarding vendor services. Communicate effectively with stakeholders at all levels, providing regular updates on service performance and initiatives.
- Build partner strategies and define standards & policies for vendor & contract management.
- Team Leadership: Lead a team of external service delivery professionals. Foster a collaborative and high-performance culture within the team.
- Developing and sustaining long-standing relationships with company-approved vendors
- Establishing standards by which to assess the performance of approved vendors.
- Evaluating current vendor management programs and identifying ways to improve them.
Requirements needed
Education
- A Bachelor’s or Masters Degree in Business Management, Information Systems, Computer Science, Business Administration or a relevant field
- Certifications in the area of IT Service - (ITIL V4) and Project Management (Prince2, Scrum etc.)
Experience
- > 15 years of experience in IT for different areas such as Service Delivery Management, application, infrastructure, software development, operation technology etc.
- > 10 years of experience in IT service management (ITIL) processes working in international companies.
- > 5 years of experience as the responsible function for Service Delivery Management.
- Understanding of and experience in application & infrastructure architecture and a high awareness of information security models, information systems, networks, SAN, virtualization, and traditional data center skills. Proven expertise in one area.
- Expertise in using ServiceNow as an IT Service Management (ITSM) platform and levering it to Enterprise Service Management (ESM)
- Strong verbal and written communication skills in English
- Demonstrated ability to work in a matrix environment with a high degree of cross-functional collaboration
- Bachelor's degree in Business Administration, Information Technology, or a related field. Master’s
- Strong experience in negotiating and managing large MSAs and working with IT service providers.
- Deep understanding of IT infrastructure technologies and services.
- Proven ability to manage and improve service delivery in a complex vendor ecosystem.
- Excellent analytical, negotiation, and problem-solving skills.
- Strong leadership and team management capabilities.
- Exceptional communication and stakeholder management skills.
Personal Attributes
- Excellence at discerning the interconnections among business objectives, data insights, application functionalities, and infrastructure services.
- Highly skilled in negotiations, adept at making strategic decisions, with a focus on Vendor Management.
- Demonstrates robust leadership qualities, persistence, and the capacity to lead through influence within a dynamic, matrixed, and rapidly evolving context.
- Outstanding in strategic planning and critical analysis, complemented by a strong emotional intelligence.
- Embodies an entrepreneurial mindset, equipped with inventive problem-solving capabilities.
- Highly self-driven and an effective collaborator within team settings.
- Demonstrates resilience and adaptability, thriving in fluctuating customer and organizational landscapes with a proactive approach.
- Maintains the highest level of integrity and commitment in professional conduct.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Spain : Madrid
Travel Percentage: 0 - 20%
Requisition ID: 12968
