Service Delivery Manager

2 meses atrás


Lisbon, Portugal WTW Tempo inteiro

The IT Service Delivery Manager will play a crucial role in ensuring the successful delivery of IT services to WTW colleagues by effectively managing business relationships, resolving service performance or degradation challenges and assisting with the resolution of critical incidents. The IT Service Delivery Manager will be responsible for overseeing the escalation process by utilizing systematic root cause analysis, comprehensive solutions that prevent reoccurrence and assisting with the timely resolution of critical incidents by ensuring the efficient execution of the major incident management process in coordination with the appropriate technical teams. This role requires exceptional problem-solving skills of complex issues, ability to communicate at all levels of the organization, and the capability to thrive in a fast-paced of your functions will be:

 Escalation Management: Serve as the primary point of contact for escalations from internal teams or business colleagues regarding service delivery issues. Assess the urgency and impact of escalated incidents, determine appropriate response plans, and ensure proper escalation procedures are followed. Provide timely and accurate updates to stakeholders, including management regarding the status and progress of escalated issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.


Critical Incident Management: Assist with the response to critical incidents by ensuring swift and effective resolution to minimize impact on business operations. Participate in the communication and collaboration among technical teams and business stakeholders during critical incidents to drive timely resolution. Conduct post-incident reviews to identify root causes, implement preventive measures, and drive continuous improvement in incident management processes.


Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance. 


Root Cause Analysis: Assist with managing effective Problem Management by conducting post-incident reviews to identify the root causes of major incidents and develop strategies for prevention or mitigation. Implement process improvements and best practices based on lessons learned.


•  Incident Reporting and Communication: Prepare and distribute timely incident reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication during major incidents.


Business Collaboration and Optimization: Establish and maintain strong relationships with key business stakeholders to understand their business needs, alignment with service delivery, and address any concerns. 
 


  • Delivery Manager

    Há 1 mês


    Lisbon, Portugal Devoteam Portugal Tempo inteiro

    Job DescriptionAbout the jobThe Delivery Manager will play a pivotal role in building and overseeing the establishment of a delivery services centre from scratch. This includes setting up processes, infrastructure, and teams to deliver high-quality technology services to clients. The ideal candidate will have a strong background in  technology service...

  • Delivery Manager

    Há 1 mês


    Lisbon, Portugal Devoteam Tempo inteiro

    Company Description At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue...

  • Delivery Manager

    Há 7 dias


    Lisbon, Portugal Devoteam Tempo inteiro

    Company Description At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue...

  • OutSystems Delivery Manager

    1 semana atrás


    Lisbon, Portugal Capgemini Tempo inteiro

    Capgemini is hiring a OutSystems Delivery Manager.At Capgemini Portugal we are looking for talents in OutSystems for different opportunities.If you have at least 5 years of experience working as OutSystems and you are looking for new challenges to help you evolve as a professional, Capgemini Portugal is the place for you.We value knowledge of:Degree in...


  • Lisbon, Portugal Capgemini Tempo inteiro

    Capgemini is hiring a OutSystems Delivery Manager. At Capgemini Portugal we are looking for talents in OutSystems for different opportunities. If you have at least 5 years of experience working as OutSystems and you are looking for new challenges to help you evolve as a professional, Capgemini Portugal is the place for you. We value knowledge...

  • Service Manager

    1 semana atrás


    Lisbon, Portugal Syone Tempo inteiro

    Syone is seeking a dedicated Service Manager to join our Professional Services department. As a Service Manager, you will be responsible for overseeing the delivery of high-quality services to our clients, ensuring their satisfaction and success. If you are a proactive leader with excellent communication skills and a passion for delivering top-notch...

  • Service Manager

    1 semana atrás


    Lisbon, Portugal Syone Tempo inteiro

    Syone is seeking a dedicated Service Manager to join our Professional Services department. As a Service Manager, you will be responsible for overseeing the delivery of high-quality services to our clients, ensuring their satisfaction and success. If you are a proactive leader with excellent communication skills and a passion for delivering top-notch...


  • Lisbon, Portugal Expleo Tempo inteiro

    Overview Expleo is a trusted partner for your innovation journey. As a global engineering, technology and consulting service provider, we are ideally positioned to help you achieve your ambitions and future-proof your business. With a smart blend of bold thinking and reliable execution, we’re able to fast-track innovation through each step of your...


  • Lisbon, Portugal Kelly Services Tempo inteiro

    Product Delivery Manager, Portugal (Remote) Together we change lives. Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless. No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You’ll have...

  • Service Manager

    Há 1 mês


    Lisbon, Portugal Alter Solutions Tempo inteiro

    Job DescriptionService descriptionThe service to be provided has main focus on IT Service Management to manage internal organization application.This service comprises a set-up of the future operations and transfer the various development Projects into a secure and high-performance operation. In doing so, the service to be provided will consider the existing...

  • TV Delivery Engineer

    2 semanas atrás


    Lisbon, Portugal Vodafone Tempo inteiro

    What you’ll do Responsible of VTV project delivery in Vodafone, leading the VTV project delivery and planning for specific TV areas; Contact point and main interface to internal and external stakeholders, namely VF OpCos Marketing, VF Operations, IT, Engineering, TV development teams and external vendors (Nokia, Kaltura, Media Kind, Sagemcom,...


  • Lisbon, Portugal Boost-IT Tempo inteiro

    TasksLead and Refine Service Delivery Processes: Oversee the end-to-end service delivery, ensuring that all technical teams collaborate effectively to meet and exceed client expectations.Champion of Continuous Improvement: Identify and implement continuous improvement initiatives within the IT service management framework to enhance efficiency and service...

  • TV Service Delivery Manager

    2 semanas atrás


    Lisbon, Portugal Vodafone Tempo inteiro

    What you’ll do Drives focus on the customer experience to align TV service and sub products with the needs of the business and providing end to end service management and improvement to ensure quality of services according to SLAs. Who you are University degree in Telecommunications, Computer Science or similar Experience in the TV...

  • TV Delivery Engineer

    2 meses atrás


    Lisbon, Portugal Vodafone Tempo inteiro

    What's in it for you To carry out the project management and delivery of VTV solutions within the TV Europe Delivery Unit team as part of the Europe Network Engineering delivering culture. What you’ll do Responsible of VTV project delivery in Vodafone, leading the VTV project delivery and planning for specific TV areas; Contact point and...

  • Service Manager

    Há 1 mês


    Lisbon, Portugal ALTER SOLUTIONS Tempo inteiro

    Company Description ABOUT ALTER SOLUTIONS PORTUGAL Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris. In 2022, Alter Solutions joined the act digital group, constituting a global community of talent in Technology, with presence in twelve countries:...

  • Service Manager

    Há 7 dias


    Lisbon, Portugal ALTER SOLUTIONS Tempo inteiro

    Company Description ABOUT ALTER SOLUTIONS PORTUGAL Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris. In 2022, Alter Solutions joined the act digital group, constituting a global community of talent in Technology, with presence in twelve countries:...

  • Specialist Service Delivery

    2 semanas atrás


    Lisbon, Portugal HRS Hospitality & Retail Systems Tempo inteiro

    HRS Hospitality & Retail Systems is an international company with an unrivaled reputation for service and is a leading supplier of IT solutions for the HoReCa and retail sectors. HRS is Oracle's largest hospitality partner worldwide, providing coverage in over 75 countries to more than 3000 customers. Recognized as a platinum partner, HRS offers a wide...

  • Specialist Service Delivery

    1 semana atrás


    Lisbon, Portugal HRS Hospitality & Retail Systems Tempo inteiro

    HRS Hospitality & Retail Systems is an international company with an unrivaled reputation for service and is a leading supplier of IT solutions for the HoReCa and retail sectors. HRS is Oracle's largest hospitality partner worldwide, providing coverage in over 75 countries to more than 3000 customers. Recognized as a platinum partner, HRS offers a wide...


  • Lisbon, Portugal Alter Solutions Tempo inteiro

    Job DescriptionService Competence DescriptionSiemens IOT & Platform Services area requires a Service Manager for her Eagle Data Center Services (On Prem/Public Cloud/Private Cloud - SaaS, IaaS, PaaS) who will have overall accountability for defining the service, ensuring they meet the requested needs and are delivered in accordance with agreed business...


  • Lisbon, Portugal Alter Solutions Tempo inteiro

    Job DescriptionWe are looking for an an IT Service Manager for New factory client . This service allows to have special client version based on the Windows 10 Standard Client . This service is based on standard IT Products and are offered to countries worldwide.Your challenge will be… (Have a vision for)•Manage tickets via  Internal ITSM tool•Skilled...