Delivery Lead, Managed Services

Há 7 dias

Lisboa, Lisboa, Portugal Hakkoda, Inc. Tempo inteiro

We are seeking a Managed Services Delivery Lead to join our growing team of experts. In this role, you will be responsible for managing client relationships, overseeing the delivery of managed services, and driving operational excellence across accounts. This role ensures SLAs, response times, and resolution times are consistently met while fostering a high-performing team culture.

You will serve as the primary client interface for ongoing managed services engagements, proactively aligning delivery to client expectations, and driving continuous improvement. Your role will involve harmonizing service processes, defining and maintaining documentation standards, automating internal workflows, and ensuring operational efficiency through tools like Jira Service Management.

This is a hands-on, leadership-oriented role that combines client-facing responsibilities with operational management, ensuring successful service delivery and high levels of client satisfaction.

Key Responsibilities:Client Management & Delivery Oversight
  • Act as the primary point of contact for clients, ensuring clear communication and alignment on objectives.
  • Oversee the successful delivery of managed services, ensuring SLAs, response times, and resolution times are consistently met or exceeded.
  • Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance, improvements, and client feedback.
  • Monitor and manage external ticketing systems (integrated with internal tools) to ensure seamless workflows and client satisfaction.
  • Foster strong client relationships by understanding their unique challenges and identifying opportunities for value-added services.
Operational Excellence
  • Design and implement a comprehensive documentation strategy, including templates, playbooks, and health checks.
  • Define and enforce priority escalation processes (e.g., P0 incident processes).
  • Establish and harmonize the general service catalog, ensuring clarity and consistency across accounts.
  • Automate processes in Jira Service Management to streamline workflows, reduce manual effort, and enhance efficiency.
  • Optimize monitoring and alerts management across client environments.
Team Culture & Performance Management
  • Build a culture of accountability, collaboration, and excellence within the managed services team.
  • Support team onboarding, motivation, and professional growth.
  • Provide coaching and mentorship to team members, ensuring alignment with service goals and best practices.
  • Collaborate with internal teams (staffing, finance, operations) to ensure effective capacity planning and resource utilization.
Metrics, Reporting, & Process Improvement
  • Define and maintain metrics for operational performance (e.g., SLA adherence, response times, resolution rates).
  • Track and report on key KPIs, ensuring continuous alignment with client expectations and internal goals.
  • Identify and implement process improvements to enhance service delivery and team productivity.
Qualifications:
  • Bachelor's degree in Information Systems, Business, Computer Science, or a related field.
  • 8+ years of experience in managed services, client delivery, or operations management.
  • Proven experience in managing client relationships, with a strong focus on SLA and KPI adherence.
  • Familiarity with service desk tools like Jira Service Management (automation and workflows a plus).
  • Strong documentation and process improvement skills, with a focus on harmonizing service delivery practices.
  • Experience preparing and leading QBRs and client-facing reports.
  • Knowledge of monitoring and alerting tools for IT operations.
  • Exceptional organizational, analytical, and problem-solving skills.
  • Strong leadership and interpersonal skills, with experience motivating and managing diverse teams.
  • Excellent written and verbal communication skills in English (advanced level required).

We encourage you to apply even if you don't have all of these qualifications.

At Hakkoda, we're excited to connect with individuals who believe in our mission and are eager to grow with us — not just those who check all the boxes.

Benefits:

At Hakkōda Portugal, we believe in giving you the freedom to work from wherever you feel most productive. As a remote-first company, we understand that some days you may prefer the quiet of your home, while other times, you might thrive in a more dynamic environment. That's why we offer full access to our cosy co-working space in the heart of Lisbon (Saldanha), giving you the best of both worlds.

Other benefits we offer:

  • Comprehensive health insurance
  • Competitive meal allowance
  • Annual bonus opportunities
  • 22 days of paid time off, plus 2 additional days (your birthday and Christmas Eve)
  • Initial home office budget
  • Work from home allowance
  • Technical training and certification programs
#J-18808-Ljbffr

  • Managed Services Lead

    Há 7 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    **About the Role**We're seeking an experienced Service Delivery Manager to lead the delivery of Managed Services. As a key member of our team, you'll be responsible for ensuring daily operations align with SLAs and client requirements.**Key Responsibilities**Oversee the delivery of Managed Services, focusing on quality and efficiency.Implement process...

  • Managed Services Delivery Director

    Há 7 dias

    Lisboa, Lisboa, Portugal Hakkoda, Inc. Tempo inteiro

    Job SummaryWe are seeking a seasoned professional to oversee the delivery of managed services, ensuring seamless client relationships and operational excellence. As a key member of our team, you will be responsible for managing client expectations, driving service improvements, and fostering a culture of accountability within the managed services team.

  • Managed Services Leader

    Há 7 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    Job Title: Service Delivery ManagerJob Summary: We are seeking an experienced Service Delivery Manager to join our Managed Services team. In this role, you will oversee the delivery of services, ensuring alignment with SLAs and client requirements. Your focus will be on monitoring KPIs, implementing continuous improvement initiatives, and collaborating with...

  • Cloud Service Delivery Lead

    Há 6 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    Job OverviewWe are seeking a highly skilled Service Delivery Manager to join our Devoteam Managed Services team. This role will be responsible for managing the delivery of Managed Services, ensuring daily operations align with SLAs and client requirements.About UsDevoteam is a global leading player in Digital Transformation for leading organisations across...

  • Service Delivery Director

    Há 7 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    **Overview**We are a dynamic and innovative company, committed to delivering exceptional services to our clients. Our goal is to provide high-quality solutions that meet their evolving needs.We're looking for a skilled Service Delivery Manager to oversee the delivery of Managed Services. This role involves managing day-to-day operations, ensuring alignment...

  • Managed Services Director

    Há 6 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    Transforming Technology for PeopleWe are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment.Your RoleYou will be working in a multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers, and other extraordinary...

  • Cloud Services Delivery Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    We are seeking an experienced Service Delivery Manager to join our team at Devoteam Managed Services. In this role, you will be responsible for managing the delivery of services that meet client requirements and align with service level agreements (SLAs). You will work closely with technical teams to ensure efficient and effective service delivery.Your key...

  • Service Delivery Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal Caretag Aps Tempo inteiro

    About the RoleThis is an opportunity to build and lead a technical service function from the ground up as a Technical Service Manager at Caretag. You'll play a key role in ensuring the successful delivery of technical services that support both our company and our clients in the healthcare industry.

  • Service Delivery Expert

    Há 6 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    Unlocking the Future TogetherWe are looking for a Service Delivery Manager to join our Devoteam Managed Services team. In this role, you will be responsible for managing the delivery of Managed Services, ensuring daily operations align with SLAs and client requirements.About Our TeamYou will be part of a multidisciplinary team of Cloud experts, Designers,...

  • Cloud Service Delivery Manager

    Há 7 dias

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    **About Us**At Devoteam, we believe that technology with strong human values can drive meaningful change. We're a leading player in Digital Transformation for organisations across EMEA, dedicated to unlocking the future and creating a positive impact.We're proud of our culture, built on collaboration and diversity. Our multidisciplinary team of Cloud...

  • Service Delivery Manager

    Há 3 dias

    Lisboa, Lisboa, Portugal Grupo Data Tempo inteiro

    Job Title: Service Delivery ManagerDescription:Data Group is a global leader in providing innovative IT solutions that simplify clients' lives through effective service management.We are expanding our presence in Portugal and seeking a skilled Service Delivery Manager to lead the implementation and maintenance of ISO 20000 standards.Responsibilities:Lead the...

  • Global Service Delivery Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    About the OpportunityThis is a fantastic chance to join our team at TN Portugal as a Global Service Delivery Lead. You will be responsible for planning for the SL's growth and development, overseeing all operation-related activities, and ensuring delivery of world-class service.Key ResponsibilitiesPlan for the SL's growth and developmentOversee all...

  • IT Service Delivery Manager Position

    2 semanas atrás

    Lisboa, Lisboa, Portugal Devoteam Tempo inteiro

    We are looking for a seasoned Service Delivery Manager to lead our managed services team at Devoteam. As a key member of our team, you will be responsible for ensuring the efficient and effective delivery of services to our clients. Your expertise will enable you to develop and implement strategies to improve service quality and reduce costs.Your key...

  • Global Services Delivery Lead

    3 semanas atrás

    Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

    ABOUT US Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone.Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.  With over one million nights rented through our travel platform, we...

  • Global Services Delivery Lead

    Há 7 dias

    Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

    ABOUT USIndie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone.Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we have...

  • Global Services Delivery Lead

    3 semanas atrás

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    Social network you want to login/join with:Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.With over one million nights rented...

  • Global Services Delivery Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal Indie campers Tempo inteiro

    ABOUT USIndie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we have...

  • Global Services Delivery Lead

    Há 6 dias

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    Social network you want to login/join with: Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented...

  • Global Services Delivery Lead

    Há 4 dias

    Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

    About UsIndie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.With over one million nights rented through our travel platform, we have...

  • Software Delivery Director

    Há 7 dias

    Lisboa, Lisboa, Portugal Boost It Tempo inteiro

    About the RoleWe are looking for a highly skilled Software Delivery Director to join our team at Boost IT. As a Software Delivery Director, you will be responsible for leading the delivery of high-quality software products in a microservices-based environment.Main Responsibilities:Lead and direct cross-functional teams to successfully deliver software...