Service Delivery Manager

The Service Delivery Manager will be responsible for improving operational processes and supporting critical business strategies by managing the development, implementation, and maintenance of application systems.
This role also involves monitoring and supervising changes to business processes, technology, job roles, and organizational structures, ensuring effective communication and alignment among all key stakeholders

Main Responsibilities

• Support critical systems for various clients through expertise in application deployment and software support.
• Own the strategic and operational delivery of services to the end client.
• Manage the client relationship throughout the entire project lifecycle.
• Act as the primary point of contact for solutions and services.
• Oversee application transformation and delivery.
• Identify potential issues—technical, requirement‑related, or people‑related—and take proactive action to resolve or prevent them.
• Collaborate with management to collect and analyze operational information.
• Track implementation progress and report updates to management.
• Coach managers and supervisors to enhance communication and execution of initiatives.
• Produce dashboards related to the activities of the Infrastructure Deployment & Support Department (ServiceNow).
• Adopt and promote the ITGP culture and values.
• Participate in workshops related to departmental initiatives.

Qualifications

Essential

• Minimum 3 years of experience in:
  • IT Infrastructure
  • Production Operations Steering
  • IT Risk Management & Cybersecurity
• Experience in risk identification and follow‑up.
• Strong coordination and team‑motivation skills.
• Ability to delegate effectively.
• Systematic, critical, and logical mindset.
• Strong synthesis and communication skills.
• High level of commitment and pedagogical approach.
• Exceptional problem‑solving and analytical abilities.
• Strong organizational, project management, and time‑management skills.
• Ability to work well within large teams and foster team spirit.

Desirable

• 5 years of experience in similar roles.

Language Skills

• English: Expert / Fluent
• French: Nice to have (practical level)

Soft Skills

• Strong dedication to customer satisfaction.
• Commitment to delivering high‑quality results.
• Respect for procedures, methodologies, and guidelines.
• Ability to manage stress and navigate conflicts.
• Strong listening and questioning skills.
• Fast learner with adaptability to new environments and processes.
• Good planning and prioritization capabilities.
• Flexibility and adaptability to change.

Additional Information

Ability to travel outside of Portugal.