Service Delivery Manager – English speaker

• Oversee the delivery of the IT service through service delivery teams, ensuring it meets established service levels, KPIs, and cost targets.
  
• Build and maintain strong partnerships with providers, IT business partners, and business stakeholders to ensure alignment and effective collaboration.
  
• Maintain comprehensive documentation of service and operations processes, including configurations and procedures.
  
• Ensure compliance with internal requirements and regulatory standards.
  
• Support on all other ITIL processes, including Incident, Problem, Demand, Change and Release Management.
  
• Manage sprint planning, user story creation, bug categorization and access control. It also includes preparing UAT/go-live plans, collecting technical inventory, and overseeing support operations.
  
• Drive continuous improvement initiatives to enhance the efficiency, reliability, and scalability of the service and its operations
  

Requirements

• Senior Level - English fluent with advanced writing skills
  
• Senior Level - 4 years working experience with digital solutions
  
• Senior Level - Experience with ITSM tools (e.g. Servicenow and Jira)
  
• Senior Level - Experience in service management delivery
  
• Mid-Level - Microsoft Excel & Office
  
• Mid-Level - ITIL Framework / (ITIL 4 certification preferred).
  
• Mid-Level - Ensuring accurate risk assessment
  
• Mid-Level - Ability to manage complex changes and multi-phase releases.
  
• Mid-Level - Experience with Agile or hybrid development environments.
  
• Mid-Level - Knowledge of CI/CD and DevOps practices.
  
• Mid-Level - Team player, willing to learn and adopt new skills