Remote Service Delivery Lead: Data, Integration & AI

Sgs; Madrid; Híbrido; EUR 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible schedule

SGS University access

Multinational environment

Comprehensive benefits

Descripción de la vacante

SGS is seeking a Service Delivery Manager to lead the governance and continuous improvement of Integration, Data and AI services within Corporate IT. The role involves coordinating across architecture, platform teams, operations, cybersecurity and vendors to ensure reliability and performance of critical enterprise services.

The position offers remote work from anywhere in Spain with required monthly visits to the Madrid IT headquarters for stakeholder meetings and reviews, and interaction with

Formación

• 7+ years of experience in IT Service Management, Service Delivery, Application Management or IT Operations.
• Experience managing enterprise-critical services within complex global environments.
• Proven track record coordinating incidents, problems, changes, releases and service transitions.
• Experience working with cross-functional technology teams and external service providers.

Responsabilidades

• Define and continuously improve the service operating model for enterprise integration, software, data and AI services.
• Develop and maintain service catalogues, SLAs, OLAs, KPIs and operational governance frameworks.
• Ensure service performance is measured, monitored and reported through meaningful metrics and dashboards.
• Drive operational excellence and service maturity across supported platforms.
• Lead major incident coordination and escalation activities.
• Drive problem management and root-cause analysis initiatives.
• Ensure effective ownership, communication and resolution of operational issues.
• Partner with technical teams and vendors to minimize service disruptions and business impact.
• Govern change and release processes across supported services.
• Ensure production readiness, operational acceptance and supportability requirements are met before go-live.
• Coordinate knowledge transfer, support documentation and handover activities.
• Mitigate operational risks associated with deployments and platform evolution.
• Serve as the primary point of contact for service-related discussions with business and IT stakeholders.
• Facilitate service reviews and governance forums.
• Manage relationships with external partners and service providers.
• Ensure clear accountability, transparency and communication across all parties.
• Identify opportunities to improve reliability, efficiency and user experience.
• Drive service improvement initiatives based on operational data and business feedback.
• Promote best practices aligned with ITIL and modern service management principles.
• Support the adoption of observability, automation and proactive service management capabilities.

Conocimientos

Stakeholder management

ITIL/ITSM

Incident management

Change management

Service delivery

IT operations

Governance

Communication

Herramientas

ServiceNow

Descripción del empleo

SGS is seeking a Service Delivery Manager to lead the governance and continuous improvement of Integration, Data and AI services within Corporate IT. The role involves coordinating across architecture, platform teams, operations, cybersecurity and vendors to ensure reliability and performance of critical enterprise services.

The position offers remote work from anywhere in Spain with required monthly visits to the Madrid IT headquarters for stakeholder meetings and reviews, and interaction with