IT Service Delivery Manager

Company: Radisson Hotel Group, Madrid Office

Location:
Madrid 28014 Spain

Date Posted: 2024-12-27 14:04:19

Salary:

Job Type: Full-Time

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The primary role of the IT Service Delivery Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk) and manage overall end to end ticket lifecycle definition, tracking, monitoring and reporting.

Key Responsibilities:
  • Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
  • Support and improvement L0 daily functions: Timely review and assessments of tickets, resolution and closure of tickets that qualify for L0 resolution, assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed, ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc
  • Manage and coordinate urgent and complicated support issues. Act as escalation point and participate in escalation calls as needed.
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 
  • Ensure correct setup/configuration/integration of ServiceNow
  • Manage and define proper ServiceNow templates for easier reporting of issues and/or service request
  • Responsible for overall end to end ticket lifecycle definition, tracking and monitoring
  • Translate lessons learnt into continual service improvement
  • Oversee the full range of customer service functions, including reviewing customer service satisfaction
  • Investigate which processes can be automated and the ways to automate them
  • Determine root cause of issues and communicate appropriately to internal and external customers
  • Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed
  • Drive Ticket Deep Dive and develop strategies for improvement
  • Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff
  • Develop Service and Operational Level Agreements to set expectations and measure performance
  • Advise management on situations that may require additional client support or escalation
  • Manage the process for communicating outage/emergency activities to the organization
  • Manage vendor relationships as it depends on daily operational needs
  • Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for managing and improving customer IT support in the organization.
General: Ensure a high degree of collaboration and good team spirit is achieved across all stakeholders. Must be able to interact at Director, Senior Director and VP levels.

Service Delivery Manager has: 
  • Ability to connect the dots through a Stakeholder’s eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome.
  • Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers.
  • Succinct executive-level verbal and written business communication in non-IT lingo.
  • Analytical skills to measure and drive key business decisions on process & systems to enable the overall company success. 
  • Sound knowledge of ITIL and Service Management principles
  • Ability to lead and steer go back to green plans for off track metrics
  • Excellent attention to details, accuracy and analytical mindset
  • Ability to deliver through matrix organizations
  • Solid & extensive vendor management skills
  • Strong management skills
  • Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
  • Knowledge and experience in service desk tools such as Service Desk, ServiceNow, etc.
Job requirements and qualifications: 
Location: Madrid (flexible) 

Functional experience: 
At least 10 years of multi-disciplined IT experience including:
  • Proven experience in IT Service Delivery Management
  • Experience in managing and delivering complex cross-functional teams
  • Experience in large, sophisticated IT organizations with high volume/high transaction environments.
  • Regional/Global management experience and teaming experience including line management.
  • Experience working in a fast-past environment with a strong ability to show initiative
  • Advanced user level experience with MS Office (Excel, Access, PowerPoint)
  • Experience in implementation of best practices frameworks such as ITIL, ISO20k for the delivery of IT services
  • Experience of administration / ownership of service desk tools and technology, preferably ServiceNow
  • Experience in hospitality and SAP projects is a plus
Soft skills:
  • Making customers more successful: Customer-oriented mind-set, capable of maintaining relationships & build trust at director level & above across multiple stakeholders, goal-oriented individual.
  • Shaping direction: strategic oriented individual, capable of envisioning, developing, aligning and communicating the processes and tools to execute successful projects and initiatives
  • Performance: High performance individual, who takes responsibilities & deliver towards them, by coordinating effort and aligning resources to achieve objectives.
  • Communication: Clear communication view, able to adapt it to the audience (technical, manager, executive), internal or external), in a variety of format presentation settings: one to one, small and large groups, with peers etc.
  • Change management: Able to act as a change agent, initiating, sponsoring, enabling and driving transformative changes of strategic significance. Help drive the deployment and adoption of the industry best practices across the organization.
  • Stakeholder Management: Foster good working relationship with different stakeholders internal and external from different levels in the organization.
Minimum education: 
  • University Degree in Computer Science, Information Systems, Business Administration, or related field.
  • A recognized service management certification is preferred (i.e. ITIL)
Minimum experience: 
+10 years in IT 
+5 years in Global / Area / Regional IT Management role 
+5 years relevant experience working in capacity of a IT Service Delivery Manager / Lead 
+2 years’ experience on IT vendor management

Language skills: 
Fluent English is a must, a second language is a plus.

Ref: 1|6|HA|2350991

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