Service Delivery Manager – 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

Service Delivery Manager – Data, Integration & AI

• Full-time

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over2,500 laboratories and business facilities across 115 countries, supportedby a team of over 100,000 dedicated professionals. Withmore than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Our brand promise –“when you need to be sure”– underscores our commitment totrust, integrity and reliability, enabling businesses tothrive with confidence. We proudly deliver ourexpert servicesthrough theSGS nameand a portfolio oftrusted specialized brands, includingApplied Technical Services,Brightsight,BluesignandNutrasource.

-This role can be performed remotely from anywhere in Spain, but requires at least two visits per month to our IT headquarters in Madrid for stakeholder meetings, service reviews, and coordination with the wider IT team.-

We are looking for an experienced Service Delivery Manager to lead the operational governance and continuous improvement of our Integration, Application, Data and AI services within Corporate IT.

This is a highly visible global role where you will work across business stakeholders, architecture, platform teams, operations, cybersecurity, vendors and service providers to ensure the reliability, performance and supportability of critical enterprise services.

If you thrive in complex environments, enjoy bringing order to large-scale technology landscapes and have a passion for operational excellence, we'd love to hear from you.

Your Mission

As a Service Deivery Manager, you will own and evolve the service management framework supporting a growing portfolio of enterprise applications, integrations, data platforms and AI-powered capabilities.

You will be responsible for ensuring services are stable, measurable, scalable and continuously improving, while driving strong governance across incidents, changes, releases, service transitions and operational performance.

This role combines service leadership, stakeholder management and operational governance, with significant exposure to senior technology and business leaders across SGS.

Key Responsibilities

Service Ownership & Governance

• 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.

Incident & Operational Management

• 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.

Change, Release & Service Transition

• 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.

• 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.

Technical & Functional Knowledge

• Strong understanding of ITIL and ITSM practices.
• Experience with ServiceNow or similar ITSM platforms.
• Familiarity with integration technologies such as APIs, middleware, message queues and event-driven architectures.
• Understanding of enterprise application support and release management.
• Exposure to data platforms, analytics environments and AI-enabled services.
• Knowledge of service observability, monitoring and operational governance.

Leadership & Soft Skills

• Strong stakeholder management and communication skills.
• Ability to influence decisions across business and technical teams.
• Excellent organizational and prioritization capabilities.
• Strong analytical and problem-solving mindset.
• Comfortable operating in a fast-paced global environment.

Why SGS?

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and work model
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.
• Benefit from a comprehensive benefits platform.