Service Delivery Manager - ITIL, SLA & Resilience

Inetum; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITIL processes

SLA management

Stakeholder management

Operational resilience

Disaster recovery

Business continuity

Job description

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.