Service Delivery Manager

Ivy Partners Group SA; Lisboa; On-site; EUR 50,000 - 70,000; Full time

Job summary

Ivy Partners Group SA is seeking a Service Delivery Management Specialist to oversee incident, problem, change and request handling across multiple entities. You will monitor service levels, coordinate with product, market and operational teams, and drive transitions from project work into steady-state operations.

Ideal candidates will have ITIL-based experience, strong collaboration skills and a focus on resilience, disaster recovery and business continuity in a complex service environment.

Qualifications

• Experience leading service delivery in multi-stakeholder, multi-entity environments.
• Proficient with ITIL-based incident, problem, change and request management.
• Experience monitoring service levels against SLAs and performance.
• Able to collaborate with operations, product and market teams.
• Experience defining target operating models and transitions into operations.
• Ability to manage escalations and drive action plans to completion.
• Understanding of operational resilience, disaster recovery and business continuity.

Responsibilities

• Lead incident, problem, change and request management activities, handling cases directly as needed.
• Monitor service quality, scope and performance against SLAs, including 24/7 coverage where required.
• Coordinate with product, market and operational stakeholders to deliver consistent service across teams.
• Engage early in projects to define operating models and ensure smooth transitions to operations.
• Manage escalations from users, markets and senior management and track actions to completion.
• Review processes, tools and practices for resilience, DR and BC, driving improvements.

Skills

Service delivery management

ITIL incident/problem/change /requests

SLA monitoring

Cross-functional collaboration

Escalation management

Transition planning

Operational resilience

Tools

ServiceNow

ITSM tooling

Job description

Our mission

Ivy Partners is a Swiss consulting firm that supports companies in their strategic, technological and organizational challenges.
We are committed to offering our employees careers that support both personal and professional growth. We help them develop their skills and provide genuine opportunities for advancement.

As a Service Delivery Management Specialist at Ivy Partners, you will:

• Lead incident, problem, change and request management activities, handling cases directly when needed and ensuring 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.

About you

You could be our ideal candidate if:

• You have expertise in service delivery management within multi-stakeholder, multi-entity environments.
• You are proficient in ITIL-based incident, problem, change and request management processes.
• You have experience managing service levels and monitoring performance against service level agreements.
• You are comfortable collaborating with operational, product and market stakeholders and communicating across teams.
• You have experience defining target operating models and managing transitions into ongoing operations.
• You know how to handle escalations and follow action plans through to completion.
• You understand operational resilience, disaster recovery and business continuity frameworks, and can assess processes, tools and practices against their requirements.

Why join Ivy Partners?

• Care | We care about our employees by creating a supportive environment where everyone is valued and empowered with training and growth prospects.
• Trust | We believe in building strong and long-lasting relationships with our clients. Working with us is about establishing a partnership based on trust, professionalism, and transparency at all times.
• Innovation | We empower effective digital transformation through a unique blend of innovative technology and creative thinking.
• Responsibility | Community is at the heart of everything we do, and we take that responsibility seriously by working hard to create a positive impact.