Service Delivery Manager
2 semanas atrás
Volkswagen Financial Services - A Pioneer in Mobility Solutions
We have been shaping the future of mobility for over 70 years, since financing our first Volkswagen vehicles in Germany in 1949. Our core goal remains unchanged: to meet the evolving mobility needs of people worldwide.
Today, we operate in 48 markets through our various subsidiaries, shareholdings, and joint ventures, solidifying our position as the largest provider of automotive financial services globally.
Fostering a diverse, inclusive, and equal-opportunity work environment is essential to our success. At our VWFS Porto location, you will join a dynamic team committed to innovation and excellence in financial and technological services.
Job Title: Service Delivery Manager (SDM)Role Description:The Service Delivery Manager (SDM) plays a critical strategic and operational role in ensuring seamless IT service delivery to customers while maintaining a strong focus on customer satisfaction, service quality, and operational efficiency.
This role combines elements of traditional IT service management with customer engagement and relationship management responsibilities.
Key Responsibilities:IT Service Management: Oversee service delivery across all delivery functions, ensuring SLAs and KPIs are met.Manage service transitions from project to operations, ensuring a structured handover and operational readiness.Monitor and report service performance, identifying areas for improvement and risk mitigation.Ensure delivery of services meets or exceeds agreed service levels and contractual obligations, addressing customer expectations with agility and precision.Ensure compliance with service management best practices and VWFS processes.Coordinate with internal IT teams and external vendors to align service delivery with expectations.Ensure cost transparency and financial accountability in IT service operations.Drive continuous improvement initiatives to enhance service quality and cost efficiency.Customer Engagement & Relationship Management: Act as the single point of contact (SPOC) for customers, ensuring clear communication and issue resolution.Establish and maintain strong business relationships with internal and external stakeholders.Advocate for customer needs, ensuring IT services align with business priorities.Manage customer expectations and satisfaction, addressing concerns proactively.Lead customer service reviews, governance meetings, and feedback sessions.Ensure service offerings evolve to meet the changing needs of the business.Requirements:Minimum 5+ years of experience in IT Service Management, IT Operations, or Customer Success roles.Strong understanding of ITIL frameworks & best practices.Proven experience in customer relationship management and service delivery.Ability to manage SLAs, contracts, and vendor relationships effectively.Excellent communication, negotiation, and stakeholder management skills.Experience in service improvement and business alignment initiatives.Certifications (Preferred): ITIL v4, Service Management Certifications, PMP (optional).Soft Skills: Leadership, problem-solving, customer-focused mindset, strategic thinking.What We Offer:Long-term contractCompetitive package including private health insurance, life insurance, and meal allowanceBonuses and benefits depending on performanceSchooling allowance and pension schemeIncredible annual company eventsOpportunity to work on an international project and be part of a multicultural and multidisciplinary teamSolid performance evaluation and career management methodologiesContinuous training – technical and behavioral development.
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Service Delivery Manager
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Porto, Porto, Portugal Volkswagen Financial Services Portugal Tempo inteiro.Who is Volkswagen Financial Services?It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949.A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.Volkswagen Financial Services today operates in 48 markets through its various...
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Service Delivery Manager
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Porto, Porto, Portugal Volkswagen Financial Services Portugal Tempo inteiro.Who is Volkswagen Financial Services?It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949.A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.Volkswagen Financial Services today operates in 48 markets through its various...
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Porto, Porto, Portugal Volkswagen Financial Services Portugal Tempo inteiroWho is Volkswagen Financial Services?It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.Volkswagen Financial Services today operates in 48 markets through its various...
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