Service Delivery Manager

Cognizant; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A global technology company seeks a Service Delivery Manager in Madrid to connect partners and improve delivery performance across various teams. The role includes monitoring supplier performance and supporting projects that impact key performance indicators. Candidates should be fluent in Spanish and English with strong project management experience. A competitive salary and benefits are offered, alongside training opportunities in a hybrid work environment.

Servicios

Competitive base salary

Flexible working hours

Training and career development

Private healthcare

Diversity and inclusion programs

Formación

• Fluent in both English and Spanish for effective communication.
• Strong experience in project or service management.
• Ability to manage multiple competing priorities successfully.
• Proficient in identifying and solving ambiguous problems.
• Familiarity with ITIL framework and Agile methodologies.

Responsabilidades

• Track supplier performance and ensure operational efficiency.
• Monitor and elevate emerging issues and tools outages.
• Create and update project documentation and metrics.
• Host and report on business review meetings.
• Proactively engage with stakeholders and suppliers.

Conocimientos

Proficiency in English and Spanish

Project management experience

Organizational skills

Excellent communication skills

Problem-solving ability

Knowledge of ITIL and Agile

Cross-functional coordination

Detail-oriented

Self-starter

Descripción del empleo

As a Service Delivery Manager role you will connect different partners and business units: ex. quality, training, engineering, marketing, incident management or customer service.

Among your functions will be driving, managing and improving delivery performance with in a portfolio.

It is also part of this role ensuring business health, operational efficiency and keep teams motivated. The role also involves supporting projects and initiatives that impact key performance indicators.

This role is under Delivery Management structure, supporting all verticals.

Main Responsibilities

• Track, monitor, review and analyze supplier performance to ensure business health & operational efficiency
• Identify, monitor and elevate emerging issues, peak volumes, tools outages and problems with process adherence
• Support internal teams and suppliers to quickly adapt to program changes that may impact tools, processes, etc.
• Create, document and update projects, Knowledge Articles (KAs), training documentation, scorecards, KPIs, etc.
• Review Operational Metrics, RootCause, Top drivers, Escalations and ongoing/new projects and launches
• Host weekly business reviews (WBRs), monthly business reviews (MBRs) and ad hoc meetings as required. Use these meetings to address opportunities, emerging issues and help needed
• Report on status and impact of business relationship
• Create/maintain reports and PPT presentation decks as needed
• Proactively engage with suppliers and internal stakeholders independently and in open communication forums
• Track, monitor and share best practices between business lines, locations, teams and channels
• Ensure the SLA archivements for projects assigned.

Required Experience

• Proficiency in English and Spanish
• Experience in project management / Service Management, with the ability to track multiple workstreams
• Proven organizational skills and the ability to successfully balance competing projects and priorities
• Excellent written and verbal communication skills (Spanish and English)
• Ability to identify, analyze and solve ambiguous problems proactively with attention to detail
• Deep knowledge of ITIL framework and Agile methodology.
• Cross-functional group coordination and collaboration
• Desire and ability to learn quickly
• Self-starter, working effectively independently and within a team environment
• Detail-oriented, process-oriented, results-driven
• Seeks, accepts, and acts on feedback.

Working model

• This job requires a combination of work from home and office work (mainly in Madrid or Barcelona).

What we offer

Apart from participating in multiple projects and the opportunity of working with the industry’s latest technologies, Cognizant strives to be a great company to work for and you should expect a competitive base salary and various benefits, such as:

• International working environment with diverse team
• Flexible working hours and hybrid model.
• Training and career development opportunities. Specific trainings in both technical and soft skills.
• Private healthcare and additional life insurance.
• A culture of respect and human empowerment.
• Company sponsored activities and partnerships.
• Opportunity to be part of a rapidly expanding global organization, within multicultural teams.
• Pleasant and inspiring working atmosphere.
• Inclusion and diversity in practice.
• Employee referral program in place.
• Employee volunteering programs and opportunities.
• Access to different internal events, communities, and initiatives.