IT Service Delivery Manager

Tenth Revolution Group; Madrid; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Tenth Revolution Group is supporting a leading international company in large-scale digital transformation and IT service modernization initiatives. The role focuses on managing external IT service providers, monitoring SLAs and KPIs, and driving continuous service improvements across global IT operations.

We seek a seasoned ITSM and vendor management professional with strong negotiation, stakeholder management and PM credentials to lead supplier governance from Madrid in a hybrid setup.

Qualifications

• 5+ years of experience in IT Service Management, Vendor Management, Supplier Management, Procurement, or similar functions.
• At least 3 years of direct experience managing IT suppliers, vendors, or outsourced service providers.
• Proven experience managing Managed Service Providers or outsourced IT support services.
• Strong understanding of ITSM processes and frameworks.

Responsibilities

• Manage the performance of external IT service providers and ensure compliance with contractual commitments, SLAs and KPIs.
• Conduct regular service reviews and monitor supplier performance through reporting and dashboards.
• Participate in supplier governance meetings and track actions and service improvement plans.
• Drive continuous improvement initiatives across the IT support environment.
• Support transitions, new service implementations, and process improvements delivered by suppliers.
• Ensure adherence to ITIL-based service management practices.
• Support supplier risk management and business continuity initiatives.

Skills

Vendor management

Supplier management

IT Service Management (ITSM)

Stakeholder management

Negotiation

Analytical mindset

Project management certifications (PMP

Education

University Degree in IT/Finance/Business Administration or related discipline

Tools

ServiceNow

Job description

Tenth Revolution Group is a global talent solutions provider specializing in connecting technology professionals with leading organizations across multiple industries.

We are supporting a leading international company undergoing large-scale digital transformation and IT service modernization initiatives.

Responsibilities

• Manage the performance of external IT service providers and ensure compliance with contractual commitments, SLAs, and KPIs.
• Conduct regular service reviews and monitor supplier performance through reporting and dashboards.
• Participate in supplier governance meetings and track actions and service improvement plans.
• Drive continuous improvement initiatives across the IT support environment.
• Support transitions, new service implementations, and process improvements delivered by suppliers.
• Ensure adherence to ITIL-based service management practices.
• Support supplier risk management and business continuity initiatives.

Qualifications

• University Degree in IT, Finance, Business Administration or a related discipline.
• Minimum 5 years of experience within IT Service Management, Vendor Management, Supplier Management, Procurement, or similar functions.
• At least 3 years of direct experience managing IT suppliers, vendors, or outsourced service providers.
• Proven experience managing Managed Service Providers or outsourced IT support services.
• Strong understanding of IT Service Management (ITSM) processes and frameworks.
• Knowledge of ServiceNow or comparable ITSM platforms.
• Strong stakeholder management and relationship-building skills.
• Excellent negotiation and influencing capabilities.
• Strong analytical mindset with good financial awareness.
• Project Management certifications such as PMP, PRINCE2, Agile, or Scrum.

What we offer:

• Permanent contract with end client.
• Location: Madrid, hybrid (60% onsite).
• Opportunity to work on global IT service and supplier management initiatives.
• Salary + benefits package.

If you have experience managing outsourced IT services, driving supplier performance, and working within international technology environments, we would love to hear from you!