Service Delivery Manager - Post-Go-Live Support

msg insur:it Iberia; Madrid; Híbrido; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Workplace flexibility

Flexible working hours

Challenging projects

Agile and cross-functional teams

Flat management hierarchy

Opportunities to grow

Descripción de la vacante

msg insur:it Iberia is seeking a Service Manager to own the transition from implementation to maintenance across multiple customer projects, ensuring clear scope, SLAs, and a capable team.

You will lead day-to-day service operations, coordinate a cross-country support group, drive improvements, and partner with project managers and finance to keep maintenance commercially sound. Hybrid role based in Madrid.

Formación

• Proven experience in service or support management in software or IT services across multiple customers.
• Experience leading or coordinating a team or a clear willingness to take that step.
• Familiarity with ITIL practices applied in practice, not just as a certificate.
• Confident in front of customers and in challenging conversations.
• Comfort with service-management tooling and the metrics it generates.

Responsabilidades

• Take care of the handover from implementation to maintenance: acceptance criteria, runbooks, knowledge transfer, the support model, and responsibilities.
• Ensure maintenance scope, service levels, volumes and exclusions are agreed with the customer before go-live.
• Manage day-to-day service operations: incident and request flow, priorities, escalations, and communications to customers.
• Lead the support team day-to-day: allocation of work, removing blockers, and providing clear context for decisions.
• Help the team grow: share knowledge, give actionable feedback, and create opportunities for colleagues to take on new tasks.
• Hold regular service reviews with customers and be the go-to person for attention requests.
• Monitor service health and translate insights into concrete improvements.
• Collaborate with project managers, developers, and finance to keep the maintenance business sound.

Conocimientos

Service management

Team leadership

ITIL familiarity

Customer communication

Incident management

Herramientas

Ticketing systems

Descripción del empleo

msg insur:it Iberia is seeking a Service Manager to own the transition from implementation to maintenance across multiple customer projects, ensuring clear scope, SLAs, and a capable team.

You will lead day-to-day service operations, coordinate a cross-country support group, drive improvements, and partner with project managers and finance to keep maintenance commercially sound. Hybrid role based in Madrid.