Service Delivery Manager

Jordan martorell s.l.; A distancia; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Delivery Lead to enhance brand presence in Spain. The ideal candidate will have over 12 years of service delivery management experience, strong project management skills, and excellent client relationship management abilities. This role includes responsibilities such as managing escalations, ensuring effective governance, and providing innovative solutions to clients. Join a diverse and flexible workplace with numerous growth opportunities.

Servicios

Career development opportunities

Virtual-first work environment

Diversity and inclusion initiatives

Formación

• 12+ years of experience in service delivery management.
• Experience managing AI or integration-related projects is a plus.
• Service outsourcing and operations experience required.

Responsabilidades

• Guide escalation procedures and incident management.
• Manage customer requests and provide realistic resolution timeframes.
• Ensure robust governance processes with stakeholders.

Conocimientos

Service Delivery Management

Project Management

Client Relationship Management

Incident Management

Agile Methodologies

Educación

Lean Six Sigma Certification

PRINCE/PMP Certification

ITIL Foundation Certification

High Level of English

Descripción del empleo

Our goal is to strengthen the brand in Spain. We are looking for an expert to work as Delivery Lead!

What do you need to fulfill this job?

• Experience as Service Delivery Manager (managing project on integration, data/ HR)
• +12 years of experience
• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Providing co-ordination and recording of service issues and complaints to ensure the customer stakeholders and relevant internal problem/solution owners have been identified and agreed.
• Ensure the corporate process is adhered to at all times.
• Maximize account retention

Experience/Exposure:

• Service Outsourcing / Operations experience (i. e. , leads complex svc. delivery teams; establish operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc. )
• Exp of managing AI or Integration related project will be a plus.

Education/certification:

Key Skills Required:

• Preferred Lean Six Sigma Certification
• PRINCE/PMP Certification
• ITIL Foundation Certification
• High level of English

About HCLTech:

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225, 000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.

We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Why Us?

• We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.
• We offer freedom and flexibility on the job, empowering our employees to make decisions.
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.
• We offer the opportunity to work with colleagues across the globe.
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.

If you have a valid disability certificate, Certificate of Disability in Force, please contact us.

Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

• HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.