Service Delivery Management Lead

Há 19 horas

Lisboa, Lisboa, Portugal Ivy Partners Tempo inteiro

Our Mission

Ivy Partners is a Swiss consulting firm dedicated to helping businesses tackle their strategic, technological, and organizational challenges.

We are committed to providing our team members with a career that promotes both personal and professional growth. We support them in enhancing their skills and offer genuine opportunities for advancement.

As a Service Delivery Management Lead at Ivy Partners, you will be required to:

  • Lead the rollout of the Windows Edition V2 and ensure the quality of service (QoS) for this product, as well as maintain the Windows Basic legacy product.

  • Possess a thorough understanding of the product architecture, with a particular emphasis on the use of Intunes.

  • Ensure that the Secure Incident, Problem, and Change processes are executed according to global standards.

  • Manage and control third-party vendors and cross-shoring operations.

  • Conduct Monthly Operational Governance with Market stakeholders, covering SLA/KPIs, key monthly facts, pain points, and specific action plans.

  • Develop and manage a continuous QoS improvement plan.

  • Collaborate with Product Managers to establish the Product Target Operating Model (TOM).

  • Ensure all quality objectives are met before transitioning a product or feature to production.

  • Oversee the roadmap, apply "golden rules" for operational readiness, and ensure remediation plans are followed.

  • Produce service reports.

About You

You are our ideal candidate if:

  • You have at least 6-8 years of expertise in the IT service-related industry.

  • You hold a university degree with an IT or Business orientation.

  • You are ITIL Service Management Certificate Qualified (or possess an equivalent certification).

  • You demonstrate expert knowledge of Service Delivery processes and business characteristics.

  • You possess experience in managing client relationships within a global enterprise.

  • You are comfortable working in a multicultural, English-speaking environment, with French language skills being an additional advantage.

  • You have specific expertise in IT Service chain and understand incident, problem, and change management processes.

  • You have knowledge of quality systems (e.g., Six Sigma), data privacy, compliance, security issues, and SOX compliance requirements.

Why Join Ivy Partners?

Care | We care about our employees by creating a supportive environment where everyone is valued and empowered with training and growth prospects.

Trust | We believe in building strong and long-lasting relationships with our clients and partners, founded on trust, professionalism, and transparency.

Innovation | We drive effective digital transformation through a blend of innovative technology and creative problem-solving.

Responsibility | We take our role in the community seriously, striving to make a positive impact.

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