Senior Service Delivery Manager

We are looking for a Service Delivery Manager who will oversee vendor performance, manage service quality issues, assist with IT-related reporting, and support ITIL processes with a focus on SLAs and KPIs.

Your Responsibilities:

• Oversee the negotiation and definition of Service Levels with 3rd party vendors.
• Monitor, measure, and report vendor performance according to established SLAs and KPIs.
• Liaise with vendors/providers and internal IT teams to track and resolve open issues regarding service quality.
• Provide assistance on overall IT-related matters, such as Budget preparation, Steering Committee support, and high-level reporting as needed.
• Collaborate with the Risk department for Business Impact Analysis (BIA) maintenance.
• Serve as a backup for the Change Manager role.

Your Profile:

• A minimum of 1-3 years of experience in a similar position.
• Strong knowledge of ITIL processes; ITIL certification is an advantage.
• Experience in creating and analyzing RFPs is considered a plus.
• Fluent in English, both written and spoken.
• Highly responsive, organized, polite, dynamic, and detail-oriented.
• Capable of independently managing tasks and prioritizing multiple requests efficiently.