IT Service Delivery Manager

The primary role of the IT Service Delivery Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk) and manage overall end to end ticket lifecycle definition, tracking, monitoring and reporting.

Key Responsibilities:

• Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
• Support and improve L0 daily functions: Timely review and assessments of tickets, resolution and closure of tickets that qualify for L0 resolution, assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed, ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc.
• Manage and coordinate urgent and complicated support issues. Act as escalation point and participate in escalation calls as needed.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Ensure correct setup/configuration/integration of ServiceNow.
• Manage and define proper ServiceNow templates for easier reporting of issues and/or service requests.
• Responsible for overall end to end ticket lifecycle definition, tracking and monitoring.
• Translate lessons learnt into continual service improvement.
• Oversee the full range of customer service functions, including reviewing customer service satisfaction.
• Investigate which processes can be automated and the ways to automate them.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement.
• Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff.
• Develop Service and Operational Level Agreements to set expectations and measure performance.
• Advise management on situations that may require additional client support or escalation.
• Manage the process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for managing and improving customer IT support in the organization.

General: Ensure a high degree of collaboration and good team spirit is achieved across all stakeholders. Must be able to interact at Director, Senior Director and VP levels.

Service Delivery Manager has:

• Ability to connect the dots through a Stakeholder’s eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome.
• Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers.
• Succinct executive-level verbal and written business communication in non-IT lingo.
• Analytical skills to measure and drive key business decisions on process & systems to enable the overall company success.
• Sound knowledge of ITIL and Service Management principles.
• Ability to lead and steer go back to green plans for off track metrics.
• Excellent attention to details, accuracy and analytical mindset.
• Ability to deliver through matrix organizations.
• Solid & extensive vendor management skills.
• Strong management skills.
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services.
• Knowledge and experience in service desk tools such as Service Desk, ServiceNow, etc.

Job requirements and qualifications:

Location: Madrid (flexible)

Functional experience:

• At least 10 years of multi-disciplined IT experience including:

• Proven experience in IT Service Delivery Management.
• Experience in managing and delivering complex cross-functional teams.
• Experience in large, sophisticated IT organizations with high volume/high transaction environments.
• Regional/Global management experience and teaming experience including line management.
• Experience working in a fast-paced environment with a strong ability to show initiative.
• Advanced user level experience with MS Office (Excel, Access, PowerPoint).
• Experience in implementation of best practices frameworks such as ITIL, ISO20k for the delivery of IT services.
• Experience of administration / ownership of service desk tools and technology, preferably ServiceNow.
• Experience in hospitality and SAP projects is a plus.

Soft skills:

• Making customers more successful: Customer-oriented mind-set, capable of maintaining relationships & build trust at director level & above across multiple stakeholders, goal-oriented individual.
• Shaping direction: strategic oriented individual, capable of envisioning, developing, aligning and communicating the processes and tools to execute successful projects and initiatives.
• Performance: High performance individual, who takes responsibilities & deliver towards them, by coordinating effort and aligning resources to achieve objectives.
• Communication: Clear communication view, able to adapt it to the audience (technical, manager, executive), internal or external), in a variety of format presentation settings: one to one, small and large groups, with peers etc.
• Change management: Able to act as a change agent, initiating, sponsoring, enabling and driving transformative changes of strategic significance. Help drive the deployment and adoption of the industry best practices across the organization.
• Stakeholder Management: Foster good working relationship with different stakeholders internal and external from different levels in the organization.

Minimum education:

• University Degree in Computer Science, Information Systems, Business Administration, or related field.
• A recognized service management certification is preferred (i.e. ITIL).

Minimum experience:

• +10 years in IT.
• +5 years in Global / Area / Regional IT Management role.
• +5 years relevant experience working in capacity of a IT Service Delivery Manager / Lead.
• +2 years’ experience on IT vendor management.

Language skills:

Fluent English is a must, a second language is a plus.