Service Delivery Manager Lisboa

Service Delivery Manager
Lisboa
Lisboa, Lisboa, Portugal

Randstad operates in Portugal and worldwide as a leader in the field of human resources across various sectors of activity.

The Digital division focuses exclusively on the IT sector, offering unique opportunities for professional development.

Responsabilidades chave

• Supplier Performance & Relationship Management:
• Serve as the primary point of accountability for the supplier’s service delivery, ensuring strict adherence to the So
  W (Statement of Work) and fostering a robust, collaborative partnership.
• Define, implement, and rigorously enforce SLAs and KPIs for both AMS (Application Management Services) and Evolution services, driving continuous service improvement and measurable results.
• Service Standardization & ITIL Adherence:
• Champion the standardization of AMS practices, ensuring alignment with ITIL v4 principles and Airbus standards.
• Leverage IT Service Management tools, especially Service
  Now, to support standardized processes and reporting.
• Operational Governance & Commercial Oversight:
• Oversee daily service operations delivered by the supplier, ensuring quality, timeliness, and efficiency.
• Manage the 'Evolution' lifecycle (small to medium enhancements/projects), including acceptance, timeline tracking, and quality, mainly using JIRA.
• Handle approvals for services and Evolutions for accurate billing, ensuring contractual and financial compliance.
• Stakeholder Collaboration & Support:
• Work closely with six internal Application Managers and other service line managers to ensure cohesive service delivery.
• Provide insights on current performance and future requirements to support upcoming 'Call for Tender' processes.

Competências

• Bachelor’s degree in IT, Business, or related fields, or equivalent experience.
• At least 3 years in IT Service Management and managing external providers.
• Strong knowledge of ITIL v4 (certification preferred) and its practical application.
• Experience with SLA/KPI management, reporting, and contract oversight.
• Familiarity with ITSM tools like Service
  Now is advantageous.
• Excellent project coordination skills for small to medium enhancements.
• Good communication and presentation skills.
• Fluent in English; German skills are a plus for travel and stakeholder interaction.

Principais benefícios

The opportunity to work in a multicultural environment;

A hybrid work model combining onsite and remote work;

A modern office at Parque das Nações, well connected by public transportation;

Flexible working arrangements to promote innovative thinking.