Service Delivery Manager

NN Digital Hub Iberia S.L.; Madrid; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid model

Home workspace setup stipend

Telework subsidies

Flexible working hours

Life insurance

Pension plan

Performance bonus

Office access and parking

Descripción de la vacante

NN Digital Hub Iberia S.L. in Madrid is seeking a Service Delivery Manager to ensure stable IT services for internal and external customers. You will monitor health/performance, act as a bridge between IT and business, and coordinate service delivery with multiple teams and providers.

The role demands 5+ years in similar IT service roles, strong ITIL knowledge, and hands-on experience with cloud, automation, and networking. Excellent English communication and analytical skills are required.

Formación

• Requires degree in computer science, computer engineering or related field.
• 5+ years hands-on experience in similar IT service roles.
• Strong knowledge of IT service management (ITIL) and related methodologies.
• Hands-on experience with IT technologies, automation, networking and cloud.
• Experience in Agile/Scrum environments and project management.
• Excellent written and verbal English communication.

Responsabilidades

• Guarantee stable IT services delivery to internal and external customers using monitoring and reporting.
• Act as link between IT and business, coordinating with departments, BU’s, customers and service providers to meet SLAs.
• Manage 1st and 2nd line support (Service Desk, End User Computing).
• Define release management objectives, KPIs and policies within group policies.
• Oversee release planning, testing, documentation and operational procedures.
• Automate configuration changes in production where possible to improve efficiency.
• Provide release status reports and coordinate cross-Product release processes.

Conocimientos

5+ years exp

ITIL knowledge

IT automation & Cloud

Agile/Scrum

English communication

Analytical thinking

Big picture thinking

Risk management

Educación

Degree in CS/Engineering or related field

Herramientas

ITIL

Cloud platforms

Networking

Descripción del empleo

NN Digital Hub is a subsidiary company of NN Group located in Madrid, Spain. We deliver IT services and solutions for the different international Business Units.

Service Delivery Manager

Your responsibilities:

• Responsible to guarantee that IT services are provided on a stable manner to internal and external customers using advance monitoring (Health/Performance monitoring, APM, AIOps, DEM, …) and reporting techniques.
• Act as a link between IT and business, collaborating with other departments/squads, BU’s/customers and service providers to assure IT services works according to Business requirements and meet SLAs agreed with business
• Manage first level of support to users: 1st line (ServiceDesk) and 2nd line (End User Computing)
• Assist PO’s in their Customer Service meetings.
• Defines the release management process objectives (including KPIs and critical success factors) and policies for configuration, integration, testing, completeness and consistency within group policies.
• Creates and tracks the release improvement process to be applied within its IT Product domain.
• Consults with production teams on implementing release management, conducting audits to address failures and meet policy.
• Formalizes and oversees a release plan that covers integration testing, user acceptance testing, documentation and associated operational procedures, such as system management instrumentation, support procedures, run book procedures, service catalog, configuration management database (CMDB) and rollback planning.
• Applies technical and administrative direction and oversight for the life cycle of release items.
• Works closely with Architecture & Platform managers and Product managers to plan releases and manage the release schedule, taking into consideration associated business and technical risks.
• Assists in coordinating cross-Product release processes between development and production.
• Oversees release changes into production through controlled promotion processes or documented support procedures.
• As much as possible, automates the configuration changes/updates to the production environment to promote efficiency and consistency.
• Creates and provides release status reports containing current and historical data connected with and related to production release items.
• Acts as a liaison between other process managers (for example, problem, incident and change) to ensure process alignment.
• Provides expertise in the design, maintenance and delivery of training for release management, including a strong focus on processes for maintaining communication with other groups.

What do we offer?

• We work with a hybrid model
• Starting financial aid so you can equip your workspace at home
• Allowance and telework subventions
• Flexible working hours and 2 months of intensive working hours in summer so you can fully take advantage of your time
• We hire a life insurance and a pension plan for all our employees
• We establish objectives bonus as a performance reward
• You can get to the office as you please.
• We have a free parking lot for cars, motorbikes, electric cars with chargers, and bikes.
• Get to know our flexible retribution facilities such as transport card, nursery checks, health insurance with Sanitas, trainings…
• We care about people. That is why we are involved in society by facilitating volunteer actions and time to all our employees.
• We care about your wellbeing. We have a Wellness Program available.
• We are digital and we love technology.
• Also, every team works under agile methodology.

Who you are:

• Degree in computer science, computer engineering or a related field
• Have 5+ years hands-on experience in similar roles. Certifications (or equivalent): ITIL, Technical, cloud, management, project management and methodologies
• Strong knowledge of Service management (ITIL, …), IT methodologies, tools and processes
• Hands-on experience with IT technologies, automation, networking and Cloud
• Experience working in an Agile/Scrum environment (also on Project management)
• Solid knowledge of the principles of information technology and hardware/software/Cloud necessary for building IT services
• Experience in writing clear, concise and comprehensive procedures
• Proven work experience in managing critical services (99.x)
• Risk management skills: Experience with performance and security is a must.
• Good written and verbal communication skills (English).
• Ability to see the big picture maintaining attention to detail
• Problem solving and Analytical skills

In Nationale-Nederlanden we are committed with diversity. We are proud to be an inclusive organization and we offer equal opportunities, regardless of race, cultural background, gender, gender identity, religion, national origin, age, disability, marital status, and sexual orientation.

One of our core values is taking care of our employees so they can give their best within a respectful environment.

NN Netherlands is the head office of NN Group, a financial services group with over 180 years of history, helping people care for what matters most to them.

We are committed to the financial, physical, and mental well-being of our colleagues and customers – through our products, services, and meaningful advice.

Benefits of working for NN Group Netherlands

Continuous development – Your career progression matters. We support you with a wide range of learning opportunities and a generous training budget to help you reach your full potential.

Meaningful impact – At NN, we invest our time and expertise in making a meaningful difference – for people and the planet. Purpose-driven work is part of our DNA.

Work-life balance – Vitality is key. Our diverse health and well-being offerings help you stay energised and balanced, both at work and beyond.

Diversity & Inclusion

Our approach to diversity and inclusion is simple. It is about embracing everyone. Our networks play a crucial role in achieving our D&I goals. They aim for meaningful change and create many opportunities to engage, connect and support colleagues. Everyone at NN can take an active part in multiple networks including NN Pride, NN Cultural Diversity Network, NN Young Professionals, Woman in Leadership Network and NN Neurodiversity network.

Top Employer

We are proud to be certified as a Top Employer for the 15th year in a row in 2026. The Top Employers Institute certificate recognizes organizations that consciously choose to put their employees first.