EU IT Service Delivery Manager Competitive Salary + Benefits Coimbra | Technology Operations Posted 4 days ago | Ref: FM8-02237-a HS
JobTitle: EU IT Service Delivery Manager
Salary: Competitive + Benefits!
Location: Hybrid working, home & BCA Coimbra and other European centres (monthly visits for both)
Working Hours: Monday-Friday, 40 hours
Job Status: Permanent
The Role:
The European IT Service Delivery Manager is responsible for overseeing and ensuring the efficient delivery of IT services to meet our business needs and objectives. This role requires working closely with the EU IT Leadership team to support a service model that unifies our EU IT management teams, enabling the delivery of highly available, fit-for-purpose, and business-aligned IT services.
Role Responsibilities:
Service Delivery Management:
* Oversee the daily operations of IT service delivery, ensuring all services are delivered according to agreed SLAs and KPIs.
* Lead unification of IT service delivery objectives with our Group IT service functions, driving service consistency and value in strategy, design, transition, operation, and improvement.
* Identify opportunities to optimize service delivery processes and implement improvements to enhance quality and reduce costs.
Stakeholder Relationship Management:
* Primary point of contact for EU business units regarding IT services.
* Ensure IT services align with the operational needs and objectives of the business.
* Develop and maintain strong relationships with key stakeholders.
* Hold regular service reviews focusing on performance and areas for improvement.
Performance & Reporting:
* Monitor and track service performance against SLAs, preparing regular reports on service quality and delivery.
* Identify potential risks and work proactively to resolve issues before impacting operations.
* Ensure documentation is maintained for all service delivery processes, incidents, and resolutions.
Incident & Problem Management:
* Manage escalation and resolution of major incidents, ensuring swift service restoration with minimal business impact.
* Conduct post-incident reviews and root cause analysis to improve incident management and service continuity.
Skills & Experience:
Experience:
* 2-5 years of proven experience in an IT Service Delivery role.
* Experience managing IT services in a complex, multi-vendor environment.
* Track record of managing and optimizing IT service delivery aligned with SLAs and business goals.
Skills:
* Strong understanding of ITIL framework and service management best practices.
* ITIL V3/V4 certification is desirable.
* Knowledge of ITSM tools, ideally ServiceNow.
* Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
* A self-motivated, hands-on, people-focused individual capable of driving lasting change through effective communication, both written and verbal.
* Strong leadership, problem-solving, and decision-making abilities.
* Proficiency with IT systems, infrastructure, and application support environments.
* Familiarity with cloud services, network management, and cybersecurity practices.
* Knowledge of data management and reporting tools, such as Microsoft Power BI.
* Experience with collaboration platforms and cloud technologies (e.g., SharePoint, M365, Teams).
* This role is hybrid and will require visits to the BCA Tech Hub in Coimbra and BCA business sites across the European Union.
* Occasional out-of-hours support for Major Incidents may be required.
Please note that only applications submitted in English will be considered.
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