Global IT Service Delivery Lead (24/7 Ops)

Decskill; Lisboa; On-site; EUR 55,000 - 70,000; Full time

Job summary

Decskill, an IT consulting firm with international presence, seeks an IT Service Delivery Manager to oversee complex, multi-entity operations from Lisbon. You will lead ITIL-based processes, incident, problem, change and request management, and drive continuous service improvement across 24/7 environments.

In this role, you will coordinate across technical, product and business teams, ensuring compliant service delivery and strong SLA performance.

Qualifications

• Proven experience in IT Service Delivery Management within complex environments.
• Strong expertise in ITIL Incident, Problem, Change and Request Management.
• Experience coordinating service management and ensuring process compliance.
• Expertise in Service Level Management and monitoring SLAs.
• Experience coordinating 24/7 operations and service continuity.
• Strong stakeholder management across teams, product, business and markets.
• Experience managing escalations and defining action plans.
• Experience defining Target Operating Models for applications/products/platforms.
• Expertise in transition management from project delivery to BAU.
• Knowledge of Operational Resilience, Disaster Recovery and Business Continuity.
• Ability to challenge processes and tools for resilience requirements.
• Experience defining and implementing continuous service improvement plans.
• Strong communication and organizational skills to convey operating models.

Responsibilities

• Lead service delivery activities across multiple stakeholders.
• Define and monitor services and drive continuity improvements.
• Collaborate with IT, product and business teams across markets.

Skills

ITIL processes

Service continuity planning

Stakeholder management

Multi-entity coordination

24/7 operations support

Communication skills

Process improvement

Job description

Decskill, an IT consulting firm with international presence, seeks an IT Service Delivery Manager to oversee complex, multi-entity operations from Lisbon. You will lead ITIL-based processes, incident, problem, change and request management, and drive continuous service improvement across 24/7 environments.

In this role, you will coordinate across technical, product and business teams, ensuring compliant service delivery and strong SLA performance.