IT Service Delivery Manager

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

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Requirements:

• Proven experience in IT Service Delivery Management within complex, multi-stakeholder and multi-entity environments.
• Strong expertise in ITIL processes, including Incident, Problem, Change and Request Management.
• Experience leading and coordinating service management activities and ensuring compliance with established processes.
• Expertise in Service Level Management, including SLA monitoring and service quality improvement.
• Experience coordinating service continuity and consistency across teams supporting 24/7 operations.
• Strong stakeholder management skills, working across technical teams, product teams, business entities and markets.
• Experience managing escalations from users, business stakeholders and senior management, defining action plans and monitoring them through to completion.
• Experience defining and validating Target Operating Models for applications, products or platforms.
• Expertise in transition management, ensuring smooth handover from project delivery to Business as Usual (BAU).
• Knowledge of Operational Resilience, Disaster Recovery and Business Continuity frameworks.
• Ability to assess and challenge processes, tools, technical solutions and organisational practices against resilience and continuity requirements.
• Experience defining and implementing continuous service improvement plans.
• Strong communication, coordination and organisational skills, with the ability to communicate operating models clearly to all relevant stakeholders.

Find with us the right opportunity to grow!

What you can expect from us

• Long-term projects with national and international context
• Opportunities to grow technically and professionally
• A people-first culture, focused on transparency and trust
• Teams that value ownership, collaboration and stability