Service Delivery Manager

What you will do. A glimpse in your role:
Your responsibilities include:
Service Delivery Management- Maintain end-to-end accountability for service availability, performance, and quality across all Traveller Solutions platforms- Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)- Conduct regular service reviews with stakeholders to ensure alignment with business objectives- Develop and maintain service catalogues, ensuring clear documentation of all supported services- Drive service improvement initiatives based on performance metrics and stakeholder feedback

Team Leadership & Development- Lead, mentor, and develop a team of support engineers, fostering a culture of excellence and continuous learning- Conduct regular performance reviews, set clear objectives, and support career development plans- Manage resource allocation and capacity planning to ensure optimal team performance- Facilitate knowledge sharing and cross-training within the team- Champion best practices and ensure adherence to established processes and procedures

Stakeholder Management- Serve as the primary point of contact for all service-related matters with business stakeholders- Build and maintain strong relationships with product owners, development teams, and business units- Coordinate with external vendors, particularly for the cloud-hosted SAS solution, ensuring vendor performance meets contractual obligations- Facilitate effective communication between technical teams and non-technical stakeholders- Present service performance reports and improvement recommendations to senior management

Incident & Problem Management- Oversee incident response and resolution, ensuring mínimal business impact- Lead major incident management, including stakeholder communication and post-incident reviews- Drive root cause analysis and implement preventive measures to reduce recurring incidents- Maintain and improve incident management procedures and escalation protocols- Ensure comprehensive documentation and knowledge base maintenance

Change & Release Management- Review and approve changes affecting Traveller Solutions services- Coordinate release planning and deployment activities across multiple platforms- Assess change-related risks and implement appropriate mitigation strategies- Ensure smooth transitions with mínimal service disruption- Maintain change advisory board participation and stakeholder engagement

Continuous Service Improvement- Identify opportunities for service optimization and cost reduction- Implement automation and process improvements to enhance efficiency- Analyse service metrics and trends to proactively address potential issues- Lead service improvement projects from conception through implementation- Establish and maintain a culture of continuous improvement within the team

Vendor & Contract Management- Manage relationships with third-party vendors, particularly for cloud-hosted solutions- Monitor vendor performance against contractual SLAs- Negotiate service improvements and resolve vendor-related issues- Coordinate vendor engagement for specialized support and escalations- Maintain vendor documentation and ensure compliance with agreements

Every action has an impact. You will make a difference here if you have:
Soft Skills:
- Exceptional leadership abilities with a proven track record of team development.- Outstanding communication skills, able to translate technical concepts for diverse audiences.- Strong analytical and problem-solving capabilities.- Excellent organizational skills with the ability to manage multiple priorities.- Customer-focused mindset with a commitment to service excellence.- Collaborative approach with the ability to influence without direct authority.- Resilient under pressure with strong crisis management skills.

Technical Competencies:
- Strong understanding of ITIL framework and service management best practices.- Experience with service monitoring and management tools.-
- Familiarity with marketing automation platforms and SaaS solutions (experience with SaaS preferred). Key competencies to empower your journey. You'll drive towards success if you have:
- Bachelor's degree, preferably in Computer Science, Information Technology, or a related field (Master’s preferred).- 3-5 years of experience in IT service delivery or service management roles.- People management experience, preferably leading technical teams.- Proven experience managing services in hybrid cloud/on-premises environments.

Nice to Have:
- ITIL v4 Foundation certification.- Project management certification (PMP, PRINCE2, or equivalent).- Experience in retail technology or e-commerce environments.- Knowledge of tax-free shopping or the travel retail industry.- Experience with specific platforms: marketing automation tools, mobile app ecosystems.- Familiarity with Agile/DevOps practices.

At Global Blue, we foster career growth through internal mobility, a multicultural environ