IT Service Delivery Manager

SGS; Madrid; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

SGS University & Campus learning

Benefits platform

Job summary

SGS is seeking an experienced IT Service Delivery Manager to lead end-to-end delivery of custom applications across the SDLC. You will oversee multidisciplinary teams, manage roadmaps and KPIs, and ensure stability and quality while aligning with business priorities.

The role emphasizes strong service management, Agile delivery, and collaboration with Business, Architecture, Security and Operations teams. Hybrid work available in Madrid/Spain.

Qualifications

• Bachelor’s degree in IT, Computer Science or related field.
• Understanding of Agile methodologies.
• Solid knowledge of project management & service delivery.
• Proven ability to influence and engage stakeholders at all levels.
• Strong understanding of the full SDLC from requirements to deployment and support.
• Proven experience leading cross-functional technical teams.
• Ability to translate risks into business impact and manage dependencies.

Responsibilities

• Manage end-to-end lifecycle of custom applications across SDLC.
• Lead Developers, Architects, QA Engineers and Business Analysts.
• Manage roadmaps, backlogs, releases, capacity and dependencies.
• Ensure application stability, quality and compliance with SLAs/KPIs.
• Oversee incidents, problem management, transitions and improvements.
• Collaborate with Business, Product, Architecture, Security and Operations.
• Promote Agile while ensuring IT service governance.

Skills

Agile methodologies

Stakeholder management

SDLC knowledge

Cross-functional leadership

Project management

Service delivery

Education

Bachelor’s degree in IT or Computer Science

Bachelor’s degree in Engineering/IT/CS

Tools

ServiceNow

Azure DevOps

Microsoft Dynamics 365 (D365)

Job description

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over2,500 laboratories and business facilities across 115 countries, supportedby a team of over 100,000 dedicated professionals. Withmore than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Our brand promise –“when you need to be sure”– underscores our commitment totrust, integrity and reliability, enabling businesses tothrive with confidence. We proudly deliver ourexpert servicesthrough theSGS nameand a portfolio oftrusted specialized brands, includingApplied Technical Services,Brightsight,BluesignandNutrasource.

Job Description

We are looking for an experienced IT Service Delivery Manager to lead the end-to-end delivery and management of custom applications across SDLC.

You will lead multidisciplinary technical teams, connecting business priorities with application development, maintenance and operations. The role requires strong service management and Agile delivery capabilities, together with sufficient technical knowledge to contribute effectively to application, architecture and production discussions.

You will manage key stakeholders, follow up on delivery commitments and improvement actions, and provide regular service status reports covering performance, progress, risks, issues and KPIs.

This is not a purely administrative role. You will have overall ownership of the services under your responsibility, including delivery, quality, application stability, risk management and continuous improvement.

Key Responsibilities

• Manage the end-to-end lifecycle of custom applications across SDLC.
• Lead multidisciplinary teams, including Developers, Architects, QA Engineers and Business Analysts.
• Manage roadmaps, backlogs, releases, capacity, dependencies and delivery commitments.
• Ensure application stability, quality and compliance with agreed SLAs and KPIs.
• Oversee incidents, problem management, production transitions and service improvement actions.
• Manage stakeholders, ensuring clear communication, alignment and effective follow-up.
• Prepare and present regular service status reports covering performance, progress, risks, issues and KPIs.
• Collaborate with Business, Product, Architecture, Security and Operations teams.
• Promote Agile ways of working while maintaining effective IT service management and governance.
• Monitor technical debt, obsolescence, performance, security and operational risks.

Qualifications

• Bachelor’s degree in IT, Computer Science or related field.
• Understanding of Agile methodologies
• Solid knowledge of project management & service delivery
• Proven ability to influence and engage stakeholders at all levels
• Strong understanding of the full Software Development Life Cycle (SDLC), from requirements and design through deployment, support, and continuous improvement.
• Proven experience leading cross-functional technical teams, including Engineering, QA, Architecture and Application Support.
• Ability to engage with engineering teams, manage technical dependencies, and translate risks into business impact.

Nice to Have

• Bachelor's degree in Engineering, Computer Science, Information Technology or a related discipline.
  Experience in implementation and optimization of Microsoft Dynamics 365 (D365) environment, especially Field Services.
• Previous hands-on experience in software engineering, application development or a related technical field.
• Technical background in application development
• Experience with ServiceNow and Azure DevOps
• ITIL4 Certification

Additional Information

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and hybrid work model
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.
• Benefit from a comprehensive benefits platform.