Delivery Manager

We are seeking an experienced Service Delivery Manager to join our team on a 6-month contract. This role is critical to ensuring the effective delivery, governance, and continuous improvement of IT Service Management (ITSM) processes across the organization.About the RoleThe Service Delivery Manager will oversee service management processes related to service provisioning, support, and business relationships. This position ensures the consistent implementation and continuous improvement of core ITSM processes, aligning business requirements with operational execution.Key ResponsibilitiesOwn and govern ITSM processes, ensuring adoption, compliance, and continuous improvementManage service delivery from supplier teams in coordination with the Global Service Management OfficeDrive improvements within ITSM tools such as ServiceNow, applying ITIL best practicesDevelop and monitor service quality metrics using tools like Power BI, analyzing performance and identifying improvement opportunitiesLead major incident management and act as an escalation point for critical issues (24/7 support as needed)Ensure effective lifecycle management across Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management processesBuild strong relationships with stakeholders and align business expectations with IT service deliveryRequirements8+ years of experience in IT Service ManagementStrong knowledge of ITIL (required), as well as familiarity with Lean Six Sigma, COBIT, ISO 20000, and DevOpsExperience with ServiceNow or similar ITSM platformsProven experience in metrics, reporting, and data analysis (Power BI preferred)Solid understanding of cloud environments, particularly Microsoft AzureStrong leadership, communication, and stakeholder management skillsAnalytical mindset with strong problem-solving capabilitiesAbility to work independently with minimal supervisionAdvanced English proficiency (spoken and written)QualificationsBachelor’s degree in IT, Business, or a related fieldITIL certification preferredAdditional InformationThis is a contract position for 6 months, focused on delivering high-impact service management improvements within a global environment.

Creado: Jue, 01 de Ene de 1970