Job Title: IT Service Delivery ManagerLocation: Braga, Portugal
Work model: Full-time & Hybrid (2x office per week)
About Mozaydo
Mozaydo was built by people who believe work should feel human - even when powered by technology.
We're a remote-first company that connects talent, technology, and purpose to help companies grow sustainably.
Here, ownership matters more than control, and progress matters more than perfection.
People powered, tech enabled.
About the Role
We're looking for an IT Service Delivery Manager to lead the delivery of a medium to large-scale service operation, ensuring performance, reliability, and continuous improvement.
This role is focused on coordinating teams, managing service quality, and driving operational excellence in a structured and demanding environment.
You will act as a key point of contact for service governance, ensuring alignment with KPIs, SLAs, and business expectations.
Responsibilities
Manage the end-to-end delivery of the service, ensuring quality and consistency;
Plan and allocate resources effectively, aligning team capacity with project needs;
Coordinate and schedule service activities, including deployments, testing, and maintenance;
Monitor KPIs and SLA performance, producing regular status reports;
Lead the resolution of escalations and critical issues, ensuring timely outcomes;
Identify and implement continuous improvement initiatives to optimize service delivery;
Drive resource optimization and efficiency across the team;
Ensure alignment with Agile methodologies in team delivery and coordination;
Requirements
Experience managing delivery of medium to large teams (15+ people);
Strong background in service delivery management;
Experience working in Agile environments;
Knowledge of cloud environments, particularly AWS (nice to have);
Fluent English and Portuguese, both spoken and written;
Based in Portugal, preferably in Braga, with availability to work on-site at least twice per week;
What We Offer
Flexible work.
Culture of autonomy and trust.
Challenging and human projects.
Opportunities for growth and continuous learning.
Hiring Process
Our hiring process is designed to ensure the best match between talent and opportunity.
Steps may vary slightly depending on the specific role.
Introductory Meeting with Mozaydo - to get to know you, your experience, and career goals.
Client Interview - a conversation to explore alignment with the role and team.
Technical/Functional Assessment - when relevant.
Final Interview (Cultural Fit) - focused on values, mindset, and collaboration style.