IT Service Delivery Lead | Managed Services

CDS, an HPE company; Lisboa; On-site; EUR 45,000 - 70,000; Full time

Job summary

CDS, an HPE company, is seeking an experienced IT Service Delivery Manager in Lisbon to lead projects and service delivery operations. You will ensure services meet contracts and SLAs, coordinate incidents, and align delivery with ITIL/ITSM practices while managing customer expectations.

Build strong relationships with customers and stakeholders, drive continuous improvement, analyze KPIs, and clearly communicate performance and action plans across teams and leadership.

Qualifications

• Bachelor’s degree in IT, engineering, CS, or related field.
• 3-4 years of experience in Service Delivery or similar.
• Strong understanding of IT infrastructure.
• Excellent communication, stakeholder management, and customer engagement skills.
• Proven experience managing service performance and complex operational environments.

Responsibilities

• Ensure delivery of managed services per contracts, SLAs and scope.
• Serve as primary customer contact for operational matters.
• Coordinate incident management, monitoring, processes, and support.
• Align delivery with ITIL/ITSM practices and customer goals.
• Manage customer and stakeholder relationships.
• Lead governance and continuous improvement initiatives.
• Analyze KPIs to identify improvements and actions.
• Communicate performance, incidents, and action plans clearly.
• Drive preventive actions to avoid recurring issues.
• Oversee critical incidents and escalations.

Skills

Account management

IT service management

Stakeholder management

Communication skills

Customer engagement

Service delivery

Education

Bachelor’s degree in IT/engineering/CS or related field

Job description

CDS, an HPE company, is seeking an experienced IT Service Delivery Manager in Lisbon to lead projects and service delivery operations. You will ensure services meet contracts and SLAs, coordinate incidents, and align delivery with ITIL/ITSM practices while managing customer expectations.

Build strong relationships with customers and stakeholders, drive continuous improvement, analyze KPIs, and clearly communicate performance and action plans across teams and leadership.