Service Delivery Manager

Michael Page Colombia; Bogotá; Hybrid; COP 90,000,000 - 150,000,000; Full time

Benefits offered by this job

Hybrid working model in Colombia

Job summary

Michael Page Colombia is seeking an IT Change Management Specialist to lead governance, adoption and continuous improvement of IT Change Management practices. Focus areas include Change Management and CAB governance, vendor governance, SLA management, and service quality reporting.

You will coordinate across infrastructure, applications, cybersecurity, operations, business teams and vendors to ensure compliant, secure and timely changes, with adoption of ITSM platforms and analytics to drive

Qualifications

• Bachelor's degree in Systems Engineering, Computer Science, Telecommunications, Industrial Engineering or related discipline.
• 8 to 10 years of experience in IT operations, IT Service Management, Service Delivery, Change Management or governance.
• Advanced English proficiency, ideally C1, for interaction with international stakeholders.

Responsibilities

• Lead IT Change Management and CAB governance in a global environment.
• Drive SLA performance, vendor governance and continuous service improvement.
• Manage risk, dependencies and rollout readiness for changes.
• Define governance for standard, normal, emergency and high-risk changes.
• Produce monthly vendor scorecards and quarterly governance reviews.
• Create dashboards and reports on service quality, compliance and performance.

Job description

• Lead enterprise IT Change Management and CAB governance in a global environment.
• Drive SLA performance, vendor governance and continuous service improvement.

Acerca de nuestro cliente

Our client is a multinational organization with a significant technology operation and a presence across multiple markets. The company is strengthening its IT governance and operational excellence capabilities to ensure that technology changes, external vendors and critical services are managed consistently, securely and in accordance with defined performance standards.

Descripción

The IT Change Management Specialist will lead the governance, adoption and continuous improvement of IT Change Management practices. Change Management and CAB governance will be the primary focus, alongside vendor governance, SLA management, service quality reporting and operational improvement.

IT Change Management and CAB Governance

• Own and improve the end-to-end Change Management process in line with ITIL and internal standards.
• Lead CAB meetings, ensuring changes are reviewed, challenged, documented, authorized and communicated.
• Assess business impact, technical risk, dependencies, readiness and potential service disruption.
• Validate implementation, testing, communication, validation and rollback plans.
• Define governance for standard, normal, emergency and high-risk changes.
• Coordinate infrastructure, applications, cybersecurity, operations, business teams and vendors.
• Manage the change calendar, identifying conflicts, critical periods and operational risks.
• Ensure compliance with lead times, approvals, policies and documentation requirements.
• Lead post-implementation reviews and track corrective actions.
• Monitor change success, failures, emergency changes, unauthorized changes and related incidents.
• Promote process adoption and improve controls through ITSM platforms, automation and analytics.

Vendor Governance and SLA Management

• Support vendor, contract and service governance across suppliers, renewals and service expectations.
• Lead the SLA component of vendor negotiations and define measurable, business-aligned service levels.
• Monitor supplier performance, contractual compliance, continuity risks and improvement commitments.
• Assess vendor operational maturity and identify service delivery gaps.
• Produce monthly vendor scorecards covering SLA results, trends, risks and corrective actions.
• Facilitate quarterly vendor reviews and track commitments and improvement plans.
• Escalate recurring performance issues, SLA breaches and vendor-related risks.
• Collaborate with Procurement, Legal, Finance and technology stakeholders.

Service Quality, Reporting and Operational Governance

• Monitor service delivery, portfolio health, performance trends, risks and improvement opportunities.
• Create dashboards, scorecards and monthly or quarterly service quality reports.
• Translate performance data into corrective actions, improvement plans and accountability.
• Support Problem Management, Application Portfolio Management and continual improvement practices.
• Report to senior stakeholders on change performance, vendor compliance, SLA results and risks.
• Use ServiceNow, Ivanti, Power BI, SQL or similar tools for reporting, analysis and governance.
• Coordinate stakeholders, dependencies, timelines, risks and expected outcomes.
• Support budget planning, cost tracking, financial visibility and technology cost optimization.

Perfil buscado (h/m)

The successful candidate should have:

• A bachelor's degree in Systems Engineering, Computer Science, Telecommunications, Industrial Engineering or a related discipline.
• Approximately 8 to 10 years of experience in IT operations, IT Service Management, Service Delivery, Change Management or technology governance.
• At least three years of experience in one or more of the following areas:
  • IT Change Management or Change Enablement.
  • Operational process management.
  • Vendor management.
  • SLA management or service-level reporting.
• Demonstrated experience leading or actively coordinating Change Advisory Board meetings.
• Practical experience reviewing change requests and assessing risk, impact, dependencies, implementation readiness, testing evidence and rollback plans.
• Strong knowledge of ITIL practices, particularly Change Enablement, Incident Management, Problem Management and Continual Improvement.
• Experience supporting or leading SLA negotiations with external technology vendors.
• Experience monitoring vendor performance, contractual compliance and service improvement plans.
• Experience creating vendor scorecards and facilitating regular service or governance reviews.
• Ability to define, monitor and communicate Change Management, SLA and service quality KPIs.
• Experience preparing dashboards, scorecards, trend reports and executive-level presentations.
• Experience working with ITSM platforms such as ServiceNow, Ivanti or similar tools.
• Knowledge of Power BI, SQL, data-querying or dashboarding tools.
• Strong stakeholder management skills and the ability to challenge technical teams and vendors constructively.
• Ability to influence process adoption and promote accountability without relying solely on direct authority.
• Experience coordinating cross-functional stakeholders in regional or global environments.
• Exposure to budget planning, cost tracking, financial reporting or technology cost optimization.
• Strong analytical, organizational, communication and problem-solving skills.
• ITIL certification is highly desirable.
• Advanced English proficiency, ideally C1, due to frequent interaction with international stakeholders.

Qué Ofrecemos

• Opportunity to lead a highly visible IT Change Management process within a multinational environment.
• Ownership of CAB governance, change controls, performance indicators and process improvement initiatives.
• Regional and global exposure, working with senior stakeholders, technical teams and external service providers.
• Participation in vendor governance, SLA negotiations and service performance reviews.
• Opportunity to influence service quality, operational stability and technology governance across critical services.
• Exposure to strategic initiatives involving technology costs, supplier performance and operational excellence.
• Competitive compensation package.
• Hybrid working model in Colombia.
• Professional development within an international and collaborative organization.