IT Service Delivery Manager, Europe (m/f/d) Lisboa

IT Service Delivery Manager, Europe (m/f/d)
Lisboa
Lisboa, Lisboa, Portugal

Havi Tech Hub | Infrastructure & Operations | IT Service Delivery
Your new Company
Havi , a global leader since 1974, employs over 10, 000 people and serves customers in more than 100 countries. Specializing in the foodservice industry, Havi provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.
Havi’s diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.
Your new Role
The IT Service Delivery Manager will ensure that
-
- day provisioning of IT services is fulfilled in accordance with business operational and tactical demands and company strategic intent.
This is a pivotal role in ensuring that IT services align with business goals and meet, or exceed, service level agreements (SLAs) and that business expectations towards IT services are aligned with the company strategy.
This role involves coordinating with various teams, vendors, and stakeholders to optimize service quality, scope and performance to enable both businesses as usual and growth ambitions.
The IT Service Delivery Manager will work with Havi’s business stakeholders and technical teams, both internal and external, to drive and support the infrastructure and end user support experience within an agreed cost and quality framework. This person will also drive continuous improvement of the IT service provisioning.
As an IT Service Delivery Manager you will be responsible for:
SLA Management:
Monitor and report on SLAs to ensure IT services meet agreed performance standards;
Stakeholder Communication & Demand Management:
Maintain strong communication with business stakeholders and align IT services to their needs;
Incident & Problem Management:
Oversee resolution of major incidents and problems, ensuring root causes are addressed and communicated. Collaborate with the ITSM team;
Change Management:
Coordinate IT system changes with minimal disruption and clear communication to stakeholders;
Budget Management:
Act as main contact for
- related queries. Support service charging and advise on global charging mechanisms;
Performance & Risk Monitoring:
Implement and improve monitoring systems. Identify and mitigate risks, ensuring compliance with security standards;
Project Delivery Oversight:
Ensure infrastructure projects are prioritized, resourced,
- controlled, and properly tested before
- live;
Business Continuity Support:
Assist I&O teams in implementing and testing Business Continuity Plans (BCPs);
Documentation & Knowledge Management:
Ensure accurate documentation of IT processes and collaborate with the Knowledge Manager;
Continuous Improvement:
Lead initiatives to optimize IT services, reduce inefficiencies, and improve
- effectiveness through
- driven results.
What you'll need to succeed
To succeed as an IT Service Delivery Manager you will need:
Bachelor’s Degree in Computer Science, Information Technology, or equivalent work experience in IT Operations;
Certification in ITIL Foundation (would be a plus);
+15 years of experience working in the field:
» +5 years managing IT Service Delivery and driving string service and cost performance improvements
» +3 years working with outsourced infrastructure partnerships
» +3 years of project work experience as PM , work package lead or senior supplier
Good knowledge of ITIL-based Service Management processes and/or other best practice frameworks;
In depth operational experience of the latest technologies and methodologies;
Knowledge of IT security and compliance standards;
Strong budgetary management experience;
Very strong communication and interpersonal skills;
Demand and stakeholder management;
Excellent communication skills – Fluency in English.
What the Company can offer you
Have the opportunity to join a
- functional team in an international company with a multicultural working environment!