Service Delivery Manager - Multinational Company

Michael Page Colombia; Bogotá; Presencial; COP 180.000.000 - 240.000.000; Jornada completa

Descripción de la vacante

Michael Page Colombia is seeking a senior leader to drive global vendor and service performance management across enterprise technology operations. You will collaborate with international stakeholders and translate business requirements into actionable technology priorities.

The role emphasizes governance, KPI reporting, SLA negotiations, and continuous improvement, with a strong focus on IT governance, risk management, and excellence in a multinational setting.

Formación

• Bachelor's degree in Information Technology, Engineering, Computer Science, Business Administration, or a related field.
• Approximately 10 years of experience within Information Technology environments.
• At least 3 years in Service Delivery, Vendor Management, IT Operations, Service Management, or Operational Excellence roles.
• ITIL knowledge and certifications are highly desirable.
• Advanced English proficiency (C1 level) is required.

Responsabilidades

• Lead service delivery and service quality initiatives to meet performance standards.
• Manage vendor governance activities, including supplier performance reviews and SLA governance.
• Support SLA negotiations and ensure service commitments align with requirements.
• Develop and maintain service performance dashboards, scorecards, KPIs, and governance reporting.
• Conduct governance meetings with internal and external stakeholders.
• Drive continuous improvement through trend analysis and corrective action planning.
• Coordinate cross-functional teams to execute initiatives and manage risks.

Conocimientos

Vendor management

Service delivery

Stakeholder management

Executive dashboards

SLA governance

IT operations

Continuous improvement

Risk management

Educación

Bachelor's degree (IT/Eng/CS/Business)

Descripción del empleo

• Lead global vendor and service performance management.
• Drive service quality improvements with international stakeholders.

Acerca de nuestro cliente

• Our client is a leading multinational organization recognized for its commitment to operational excellence, innovation, and customer-centric service delivery. With a large and complex technology landscape supporting global operations, the company continuously invests in improving service quality, governance, and digital capabilities to enhance business performance and user experience.
• The organization fosters a collaborative and inclusive culture where employees are encouraged to take ownership, drive change, and contribute to strategic initiatives. Through a strong focus on continuous improvement and technological innovation, the company offers professionals the opportunity to work in a dynamic environment with significant exposure to international stakeholders and enterprise-scale operations.

Descripción

• Lead service delivery and service quality initiatives to ensure technology services consistently meet business expectations and performance standards.
• Manage vendor governance activities, including supplier performance monitoring, service reviews, contract compliance, and operational maturity assessments.
• Support Service Level Agreement (SLA) negotiations and ensure service commitments are aligned with organizational requirements.
• Develop and maintain service performance dashboards, scorecards, KPIs, and governance reporting for leadership teams.
• Conduct regular service reviews and governance meetings with internal and external stakeholders.
• Drive continuous improvement initiatives through service trend analysis, root cause identification, and corrective action planning.
• Coordinate cross-functional teams to ensure successful execution of operational and technology-related initiatives.
• Strengthen governance processes related to change management, problem management, disaster recovery, knowledge management, and risk management.
• Translate business requirements into actionable technology priorities, recommendations, and service improvement plans.
• Manage operational risks, track dependencies, and elevate critical issues when necessary.
• Support budget planning, financial governance, cost optimization, and performance reporting activities.
• Ensure operational processes are documented, measured, adopted, and continuously improved in accordance with established standards and best practices.

Perfil buscado (h/m)

The successful candidate will be an experienced service management professional with a strong background in technology operations, vendor management, and service delivery within complex enterprise environments.Key qualifications include:

• Bachelor's degree in Information Technology, Engineering, Computer Science, Business Administration, or a related field.
• Approximately 10 years of experience within Information Technology environments.
• At least 3 years of experience in Service Delivery, Vendor Management, IT Operations, Service Management, or Operational Excellence roles.
• Strong understanding of IT service management frameworks and operational governance concepts.
• Proven experience managing third-party vendors, supplier performance reviews, and SLA governance.
• Experience creating executive dashboards, service reports, KPIs, and performance metrics.
• Strong stakeholder management skills with the ability to engage both technical and business audiences.
• Demonstrated experience leading continuous improvement and service optimization initiatives.
• Excellent analytical, communication, negotiation, and problem-solving skills.
• Experience coordinating multiple stakeholders and managing priorities within fast-paced environments.
• ITIL Certification is highly desirable.
• Advanced English proficiency (C1 level) is required.

Qué Ofrecemos

Join a global organization where you'll lead strategic service delivery initiatives, work with international stakeholders, and drive continuous improvement across enterprise technology operations. You'll have the opportunity to influence key decisions, develop your career in a multinational environment, and make a measurable impact on business performance.