Service Delivery Manager

Quality & Reliability S.A. (QnR); Barcelona; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

ITIL v4 certification

Job summary

Quality & Reliability (QnR) is seeking a Service Delivery Manager to oversee ICT services for a European client. You will lead the delivery team, manage budgets and ensure service quality and customer satisfaction while aligning with client calendars and security requirements.

The role requires a university degree in CS or related field, 3+ years in service delivery, and strong leadership with English fluency. ITIL v4 certification is a plus and occasional travel may be required.

Qualifications

• University degree in Computer Science or a related field.
• 3+ years of experience in service delivery management.
• Proven ability to lead both physical and virtual teams.
• Experience managing third-party service providers.
• Strong escalation, incident management and service delivery discipline knowledge.
• Ability to train and guide junior team members.
• Excellent organizational, planning and budgeting skills.
• Fluent English communication, both spoken and written.

Responsibilities

• Identify customer needs and oversee service delivery within the business context.
• Lead the service delivery team, resolve conflicts and ensure efficient processes.
• Manage finances and budgets for services.
• Find opportunities to reduce costs without compromising customer satisfaction.

Skills

People leadership

Budget management

Customer-focused delivery

English communication

Conflict management

Training juniors

Education

Computer Science degree or related field

Job description

Are you a Service Delivery Manager? Think bigger about your next move!

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Service Delivery Manager | Quality & Reliability (QnR), the parent company of QnR Group

Role overview

We are looking for a Service Delivery Manager to join Quality & Reliability (QnR) and support the ICT services of a European organization in the field of fusion energy. You will oversee service delivery, lead the delivery team and keep service quality, budgets and customer satisfaction on track.

About QnR Group

QnR Groupis a technology group with 35 years of experience, 8 companies, 4 delivery centers and 210+ professionals across Greece, Belgium, Cyprus and Poland. Listed on the Athens Stock Exchange since 2000, we deliver mission-critical digital transformation projects for the public and private sector. The Group's capabilities coversoftware engineering, enterprise and generative AI, cybersecurity, cloud infrastructure, SAP and ServiceNow solutions, core banking and maritime intelligence.

About the opportunity

QnR Group is part of a consortium that has been awarded a framework contract to provide ICT support services to a European organization in the field of fusion energy. The services cover end-user support, workplace and platform management, IT infrastructure and security, application administration and IT governance.

Location: Barcelona (Spain), Cadarache (France) or Garching, near Munich (Germany).

Working hours: standard 40-hour week, Monday to Friday between 07:00 and 20:00, in line with the client's calendar. Occasional work outside normal hours may be requested.

Good to know: all work and documentation are in English and a security clearance and a confidentiality agreement may be required.

What you'll work on:

• Identifying customer needs and overseeing service delivery within the business context
• Leading the service delivery team, managing conflict and making sure team processes and tasks run efficiently
• Managing finances and budgets
• Finding ways to reduce costs without sacrificing customer satisfaction

What you bring:

• A university degree in Computer Science or a related field
• At least 3+ years of experience in service delivery management
• Proficiency in leading both physical and virtual teams, with solid people management and leadership skills
• Experience in dealing with services provided by third parties
• In-depth knowledge of escalation procedures, incident management and other service delivery disciplines
• Ability to train and guide junior team members
• Strong organizational skills, resource planning and problem-solving skills
• Excellent oral and written communication skills in English, and the ability to interact effectively with client representatives

Nice to have:

• ITIL v4 certification