Global Service Delivery Lead — 24/7 Operations

Ivy Partners Group SA; Lisboa; On-site; EUR 50,000 - 70,000; Full time

Job summary

Ivy Partners Group SA is seeking a Service Delivery Management Specialist to oversee incident, problem, change and request handling across multiple entities. You will monitor service levels, coordinate with product, market and operational teams, and drive transitions from project work into steady-state operations.

Ideal candidates will have ITIL-based experience, strong collaboration skills and a focus on resilience, disaster recovery and business continuity in a complex service environment.

Qualifications

• Experience leading service delivery in multi-stakeholder, multi-entity environments.
• Proficient with ITIL-based incident, problem, change and request management.
• Experience monitoring service levels against SLAs and performance.
• Able to collaborate with operations, product and market teams.
• Experience defining target operating models and transitions into operations.
• Ability to manage escalations and drive action plans to completion.
• Understanding of operational resilience, disaster recovery and business continuity.

Responsibilities

• Lead incident, problem, change and request management activities, handling cases directly as needed.
• Monitor service quality, scope and performance against SLAs, including 24/7 coverage where required.
• Coordinate with product, market and operational stakeholders to deliver consistent service across teams.
• Engage early in projects to define operating models and ensure smooth transitions to operations.
• Manage escalations from users, markets and senior management and track actions to completion.
• Review processes, tools and practices for resilience, DR and BC, driving improvements.

Skills

Service delivery management

ITIL incident/problem/change /requests

SLA monitoring

Cross-functional collaboration

Escalation management

Transition planning

Operational resilience

Tools

ServiceNow

ITSM tooling

Job description

Ivy Partners Group SA is seeking a Service Delivery Management Specialist to oversee incident, problem, change and request handling across multiple entities. You will monitor service levels, coordinate with product, market and operational teams, and drive transitions from project work into steady-state operations.

Ideal candidates will have ITIL-based experience, strong collaboration skills and a focus on resilience, disaster recovery and business continuity in a complex service environment.