Service Delivery Management Specialist

Inetum; Lisboa; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Inetum is seeking a Service Delivery Manager in Lisbon to drive the quality, continuity, and continuous improvement of IT services. You will align tech teams with business stakeholders and service commitments to deliver reliable IT operations.

You will lead ITIL-based incident, problem, change, and request management while ensuring SLAs are met across 24/7 environments. Strong communication and stakeholder skills are essential for success in a dynamic, international setting.

Qualifications

• Experience with ITIL processes (Incident, Problem, Change, and Request Management).
• Proven background in Service Delivery Management and SLA management.
• Strong stakeholder management across complex international environments.
• Solid knowledge of Operational Resilience, Disaster Recovery, and Business Continuity frameworks.
• Experience in service transition and operating model definitions.
• Excellent communication, coordination, and problem-solving skills.

Responsabilités

• Lead Incident, Problem, Change, and Request Management processes per ITIL best practices.
• Monitor and ensure compliance with defined SLAs and service quality standards.
• Ensure service continuity, including 24/7 operations.
• Manage stakeholder relationships, escalations, and follow-up actions through resolution.
• Support onboarding of new applications and services into BAU operations.
• Define and validate Target Operating Models for new products, platforms, and applications.
• Drive continuous improvement of processes, tools, and operational practices.
• Ensure alignment with Operational Resilience, Disaster Recovery, and Business Continuity requirements.

Connaissances

ITIL processes

SLA management

Stakeholder management

Operational resilience

Disaster recovery

Business continuity

Description du poste

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to our clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration thrive. Present in 19 countries, we are a team of more than 28,000 professional worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you!

Job Description

Inetum is looking for a Service Delivery Manager to ensure the quality, continuity, and continuous improvement of IT services, while maintaining strong alignment between technical teams, business stakeholders, and service commitments.

Key Responsibilities:

• Lead Incident, Problem, Change, and Request Management processes, ensuring adherence to ITIL best practices.
• Monitor and ensure compliance with defined SLAs and service quality standards.
• Ensure service continuity and consistency, including within 24/7 operational environments.
• Manage stakeholder relationships, escalations, and follow-up action plans through to resolution.
• Support the onboarding of new applications and services into BAU operations.
• Define and validate Target Operating Models for new products, platforms, and applications.
• Drive continuous improvement of processes, tools, and operational practices.
• Ensure alignment with Operational Resilience, Disaster Recovery, and Business Continuity requirements.

Requirements:

• Strong experience with ITIL processes (Incident, Problem, Change, and Request Management).
• Proven background in Service Delivery Management and SLA management.
• Experience working with multiple stakeholders in complex international environments.
• Solid knowledge of Operational Resilience, Disaster Recovery, and Business Continuity frameworks.
• Experience in service transition and operational model definition.
• Excellent communication, coordination, and problem-solving skills.

Profile:

• Service-oriented mindset with a focus on operational excellence.
• Strong stakeholder management and escalation handling capabilities.
• Ability to drive improvements and challenge existing processes when required.
• Comfortable working in fast-paced, multi-team environments.

Fluent English is mandatory.
Experience in large-scale, multi-stakeholder environments is highly valued.