Service Delivery Management Specialist
Inetum · Lisbon, Portugal · hybrid
Inetum is a global leader in IT services, dedicated to delivering innovative solutions to our clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration thrive. Present in 19 countries, we are a team of more than 28,000 professionals worldwide.
If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you!
Join Inetum. Be Inetum. 🚀
Inetum is looking for a Service Delivery Manager to ensure the quality, continuity, and continuous improvement of IT services, while maintaining strong alignment between technical teams, business stakeholders, and service commitments.
Key Responsibilities:
- Lead Incident, Problem, Change, and Request Management processes, ensuring adherence to ITIL best practices.
- Monitor and ensure compliance with defined SLAs and service quality standards.
- Ensure service continuity and consistency, including within 24/7 operational environments.
- Manage stakeholder relationships, escalations, and follow-up action plans through to resolution.
- Support the onboarding of new applications and services into BAU operations.
- Define and validate Target Operating Models for new products, platforms, and applications.
- Drive continuous improvement of processes, tools, and operational practices.
- Ensure alignment with Operational Resilience, Disaster Recovery, and Business Continuity requirements.
Requirements:
- Strong experience with ITIL processes (Incident, Problem, Change, and Request Management).
- Proven background in Service Delivery Management and SLA management.
- Experience working with multiple stakeholders in complex international environments.
- Solid knowledge of Operational Resilience, Disaster Recovery, and Business Continuity frameworks.
- Experience in service transition and operational model definition.
- Excellent communication, coordination, and problem-solving skills.
Profile:
- Service-oriented mindset with a focus on operational excellence.
- Strong stakeholder management and escalation handling capabilities.
- Ability to drive improvements and challenge existing processes when required.
- Comfortable working in fast-paced, multi-team environments.
Fluent English is mandatory.
Experience in large-scale, multi-stakeholder environments is highly valued.