Service Delivery Manager
Lisbon, Portugal
Apply by 10 Sept 2025
€45 - €50 per hour
Job Ref.: BH-55239
Job Description
the Service Delivery Manager will take a key role in maintaining and managing SLAs for Data & Cloud Service Providers and will provide a key conduit between, IT, The Business- they will be the main interface for Major Incident Management
Key Resonsibities
Responsible for identifying opportunities for service improvement, agreeing these with the business and where necessary driving change(s) to implement improvements
• Ownership of service improvement plans to address recurring failures against the service levels agreed with business
• Accountable for the incident and problem management processes and their effective use by the business and IT operations partner(s).
• Responsible for the continuous improvement of the incident and problem management processes ensuring they are fit-for-purpose
• A primary lead and business interface for major incidents:
• The conduit between the business and the IT Operations partner representing IT during the major incident. The single point of contact between the lead supplier and the business.
• Accountable for all major incident communications into the business ensuring reports are communicated in a language the business understands
• The primary interface with the lead supplier major incident manager process
• Manage relationships and service with technology partners (e.g., Azure, Databricks, Informatica etc) from live support and performance of their platforms, service, and commercials