IT Service Delivery Manager

About the role

At AD4 Octógono we are hiring.

We are looking for an IT Service Delivery Manager to lead the delivery of managed technological services, ensuring compliance with service level agreements (SLAs), operational continuity, and customer satisfaction.

The selected person will be responsible for coordinating the operation and technological evolution teams, supervising service indicators, and maintaining direct communication with client managers, driving continuous improvement and operational efficiency.

What you'll do

• Service management: ensure the delivery of services in accordance with agreed SLAs, supervising quality, availability, performance, and compliance.
• Operational coordination: organize and coordinate the RUN teams, responsible for 24x7 daily operations, and BUILD teams, oriented towards projects and on-demand actions.
• Client relationship: act as the direct interlocutor for the Operations Manager, managing follow-up meetings, governance, escalations, and executive reports.
• Indicator control: supervise service KPIs, prepare SLA reports, and identify deviations and improvement opportunities.
• On-call management: coordinate on-call planning, maintain its weekly record, and ensure adequate service coverage.
• Service transition: lead the implementation and initial transition, guaranteeing operational continuity and an orderly transfer of knowledge.
• Team management: coordinate, develop, and retain multidisciplinary teams, promoting collaboration and service stability.
• Risk management: identify operational and security risks, coordinate preventive actions, and monitor mitigation plans.
• Continuous improvement: drive initiatives for process optimization, operational efficiency, and cost control, incorporating FinOps criteria where appropriate.

What we're looking for

• Degree in Computer Engineering or equivalent university qualification.
• Certification AWS Certified Cloud Practitioner or higher.
• High level of Catalan.

Nice to have

• At least 8 years of experience in IT service management, with a minimum of 4 years in critical environments with 24x7 operations.
• Experience in managed services subject to SLAs, preferably in public administrations or universities.
• Experience coordinating multidisciplinary teams and services with operational and technological evolution components.
• Ability to communicate with executive managers and manage escalations.
• Experience in service transitions, risk management, and security.
• Functional knowledge of AWS and/or Azure.
• Experience with Agile and Kanban methodologies.
• Knowledge of ITIL, project management via PMP, and FinOps practices.

What you'll get

• 💰 Salary of 45,000 to 55,000 € gross per year, depending on experience and competencies.
• 🤝 A position of responsibility in the management and evolution of technological services.
• 🧩 Participation in the coordination of multidisciplinary teams and in the direct relationship with the client.
• 📈 Ability to drive continuous improvement, efficiency, and service quality.
• 🕒 Schedule from Monday to Thursday from 8:00 to 17:30 h and Friday from 8:00 to 14:00 h.

If you have experience leading technological services, coordinating teams, and guaranteeing the fulfillment of service commitments, we want to meet you.