Service Delivery Manager
# Service Delivery Manager **HCLTech** · Madrid, Madrid provincia · `On-site` 🕒 **Статус:** *Опубликовано: 3 дня назад* · *Источник: Indeed* --- ### About the Role Service Delivery Manager Madrid, Madrid Job Summary He/She should responsible for ensuring the successful delivery of IT services to clients and business stakeholders. The role focuses on managing service performance, meeting SLA commitments, driving operational excellence, coordinating support teams, handling customer escalations, and continuously improving service quality and customer satisfaction. Key Responsibilities Service Delivery Management Own end-to-end service delivery for assigned accounts, applications, or business services. Ensure adherence to Service Level Agreements (SLAs), KPIs, and contractual commitments. Monitor service performance and take proactive actions to address risks and issues. Stakeholder & Customer Management Act as the primary point of contact for customers and business stakeholders. Conduct governance meetings and service reviews. Manage client expectations and ensure high customer satisfaction. Operations Management Oversee incident, problem, change, and service request management processes. Ensure smooth production support and operational stability. Coordinate with cross-functional teams to resolve critical issues. Team Leadership Lead and mentor support and delivery teams. Manage resource planning, workload distribution, and performance monitoring. Foster a culture of continuous improvement and accountability. Governance & Reporting Prepare and present operational dashboards, service reports, and KPI metrics. Track service trends and identify improvement opportunities. Ensure compliance with organizational policies and standards. Risk & Continuous Improvement Identify operational risks and implement mitigation plans. Drive process optimization, automation, and cost-efficiency initiatives. Support audits, compliance reviews, and quality assessments. Skill Requirements Key Skills Service Delivery Management SLA/KPI Management Incident, Problem & Change Management (ITIL) Stakeholder Management Team Leadership Customer Relationship Management Risk Management Process Improvement Project Coordination Reporting and Analytics Other Requirements Key Skills Service Delivery Management SLA/KPI Management Incident, Problem & Change Management (ITIL) Stakeholder Management Team Leadership Customer Relationship Management Risk Management Process Improvement Project Coordination Reporting and Analytics
Наблюдалась 2026-09-21, впервые 2026-09-15, найдена на 2 площадках, источник — Indeed.