Service Delivery Manager

Delivery Manager
Lisbon
May 8, 2024
Full Time

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Job Description

SUPPORTING OUR GROWTH PLANS ON THE PEOPLE SIDE
As a member of Global Infrastructure Delivery, part of Iptor Global Operations, your focus is to manage the day-to-day operations of IPTOR Infrastructure Operations. This includes managing and co-ordinating operations for Iptor and our partners. Your counterpart will be Service Delivery Managers from our partner delivery and service responsible from other IPTOR teams, like Global Customer Support (CS), Professional Services (PS), as well as Sales and Key Account Managers. 

Excited about a career at a company that drives the innovation that impacts the future? Join us now! 

AT IPTOR, YOU WILL EXPERIENCE

  • Professional Development: We’re committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
  • Flexible Work arrangements: Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
  • A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone’s contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.

Get a full overview at: Careers – Iptor

YOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY

The role of Service Delivery Manager involves being the point of contact for the day-to-day infrastructure operations. In the role of a Service Delivery Manager, you will be responsible for patch planning, planned service asks like role swap and restore tests, maintenance plans, client security and audit compliance, reviews & actions. You will manage/co-ordinate service to contract, SLA’s, performance measures, and provide input to Customer Communication Plan.

You will: 

  • Manage the day-to-day operations of Iptor Infrastructure Operations.
  • Service Delivery meetings with Service providers, IPTOR Support, and customers.
  • Provide input to the Customer communication plan.
  • Participate in security process compliance, reviews & actions.
  • Monitor and manage Service Delivery performance of supplier(s).
  • Manage service to contract, (SLA’s, dates, and performance measures).
  • Provide/manage continuous improvement of all services provided and identify alternatives/options to these services.
  • Define and maintain the overall maintenance plan for service windows (including patch planning, upgrades, DR tests and role swaps).
  • Build the Service Delivery process with IPTOR Support and Customer Service Lead.
  • Participate in process improvement with external and internal counterparts.

YOU STAND OUT FROM THE CROWD IF YOU HAVE

  • Holder of a Master’s degree or similar, by experience in Computer Science, or similar.
  • Experience with customer relations and communication.
  • Good knowledge of ITSM, Incident/problem/change management.
  • ITIL certified, or good knowledge of ITIL foundation.
  • Understanding and practical experience of project management.
  • Good knowledge and expertise in Supplier Management.

And if combined with the right personality traits, we can’t wait to have you onboard:

  • Demonstrate effective time management.
  • Strong verbal and written communications in English.
  • Well organized, methodical, and self-motivated.
  • Service minded, and always have a strong customer focus.
  • Good to create, participate in and maintain network.
  • A good team player with the ability to work on own initiative.
  • Good to create and maintain personal relationships with customers, as well as team members.
  • Ability to influence.
  • And as mentioned before: most important is passion!

Applicants must be eligible to work within the European Union region.

Inclusivity and Diversity:
At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual’s contributions are celebrated and respected. Join us in creating an environment where each individual’s unique contributions shape our success. 🌟