Global Service Delivery Lead - ITIL & 24/7 Operations

Ivy; Lisboa; Remote; EUR 60,000 - 90,000; Full time

Job summary

Ivy Partners is seeking a Service Delivery Management Specialist to lead incident, problem, change and request management across multi-entity environments. You will ensure SLAs are met and coordinate with product, market and operational teams.

You will engage early in projects to define target operating models, manage escalations and drive improvements in resilience, disaster recovery and business continuity. Fluency in French is required for collaboration across regions.

Qualifications

• Expertise in service delivery management within multi-stakeholder, multi-entity environments.
• Proficient in ITIL-based incident, problem, change and request management processes.
• Experience managing service levels and monitoring performance against service level agreements.
• Comfortable collaborating with operational, product and market stakeholders and communicating across teams.
• Experience defining target operating models and managing transitions into ongoing operations.
• Knowledge of handling escalations and following action plans through to completion.
• Understanding operational resilience, disaster recovery and business continuity frameworks.
• Fluency in French.

Responsibilities

• Lead incident, problem, change and request management activities, handling cases directly when needed and ensure processes are consistently applied.
• Monitor service quality, scope and performance against product service level agreements, ensuring continuity across all service hours, including 24/7 where required.
• Coordinate with product, market and operational stakeholders to deliver a consistent and efficient service across teams and entities.
• Engage early in product projects to support a smooth transition into ongoing operations, define and validate target operating models, and communicate them to stakeholders.
• Manage escalations from users, markets and senior management, defining and tracking action plans through to completion.
• Review processes, tools and practices against operational resilience, disaster recovery and business continuity needs, and drive improvements where needed.

Skills

Service delivery management

ITIL processes

SLA monitoring

Stakeholder collaboration

Operating model design

Escalation handling

Disaster recovery knowledge

French language

Job description

Ivy Partners is seeking a Service Delivery Management Specialist to lead incident, problem, change and request management across multi-entity environments. You will ensure SLAs are met and coordinate with product, market and operational teams.

You will engage early in projects to define target operating models, manage escalations and drive improvements in resilience, disaster recovery and business continuity. Fluency in French is required for collaboration across regions.