Service Delivery Management

Timestamp; Lisboa; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Flexibility in organizational routine

Training and certifications

Employee Support Program (in 5 areas,\

Birthday and seniority gifts

Monthly Happy Hour

Benefits portal with attractive offers

Job summary

Timestamp Group in Lisbon is seeking a Service Delivery Manager to lead Incident, Problem, Change and Request activities, ensure SLA alignment, and guarantee continuous service across teams. You will define operating models for new applications, coordinate with Product and Market stakeholders, monitor service scope, and drive resilience and disaster recovery initiatives.

Fluency in English is required; the role offers health insurance, training/certifications, and employee support programs as

Qualifications

• Experience in multi-stakeholder service delivery environments.
• Proven ability to manage escalations to completion.
• Strong knowledge of ITIL-based Incident, Problem, Change, and Request processes.
• Experience aligning services to defined SLAs.
• Ability to coordinate cross-functional teams.

Responsibilities

• Lead IPCR activities and ensure processes are properly applied.
• Guarantee continuity and consistency of service 24/7.
• Collaborate with Product, Market, and Stakeholders.
• Validate Target Operating Models for new applications or platforms.

Skills

Service Delivery Mgmt

Escalation Management

ITIL Processes

SLA Monitoring

Stakeholder Interfacing

Operational Resilience

Disaster Recovery

Business Continuity

Transition Management

Target Operating Model

Job description

Timestamp Groupaggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification.

Responsibilities:

• Lead the IPCR (Incident, Problem, Change, Request) activities, directly handle some of them, and guarantee that the defined processes are properly applied;

• Ensure provided service is aligned with the defined Product SLA;

• Ensure continuity and consistency of service on all timeslots (for example 24/7) across teams;

• Ensure alignment and efficient service with/for stakeholders within the entities, Products and Markets teams;

• Early involvement in Product projects clarified to ensure smooth onboarding to BAU phase;

• Contribute to the definition and validate the detailed Target Operating Model for a newly onboarded application, product, or platform;

• Spread information among the concerned Client, Product and Market stakeholders to ensure full awareness of the defined Operating Model;

• Maintain and monitor the scope of services within the perimeter;

• Address escalations from users, Market, or top management, define action plans accordingly, and monitor them until completion;

• Challenge processes, tools and practices to ensure alignment with Operational Resilience needs;

• Challenge Disaster Recovery needs coverage by the implemented solutions;

• Challenge Business Continuity needs coverage by the defined organization;

• Quality of Service delivered to products users for Incident, Problem, Change and Request management;

• Service alignment confirmed with the defined Product SLA;

• Continuity and consistency of service maintained on all timeslots (for example 24/7);

• Validated Target Operating Model for each newly onboarded application, product, or platform;

• Full stakeholder awareness of the defined Operating Model achieved;

• Action plans for escalations defined and monitored until completion;

• Assessment of alignment between processes, tools, practices and Operational Resilience, Disaster Recovery and Business Continuity needs.

Main Skills:

• Expertise in Service Delivery Management within a multi-stakeholder, multi-entity environment;

• Expertise in escalation management and action plan monitoring until completion;

• Expertise challenging and validating processes, tools, practices against resilience;

• Expertise in ITIL-based processes (Incident, Problem, Change, Request management);

• Expertise in Service Level Management and SLA monitoring;

• Expertise interfacing between Product and Market stakeholders;

• Expertise in Operational Resilience, Disaster Recovery and Business Continuity frameworks;

• Technical expertise in Target Operating Model definition and transition management.

Language Skills:

• Fluency in English

Employee Benefits:

• Health insurance
• Flexibility in organizational routine
• Training and certifications
• Employee Support Program (in 5 areas, including psychology)
• Birthday and seniority gifts
• Monthly Happy Hour
• Benefits portal with attractive offers