Hybrid/Remote Role Description
The Integral Service Delivery Manager is a full time role responsible for overseeing the delivery of internet services, ensuring high quality performance and satisfaction reporting to the Director of Service Delivery.

Day to day activities include coordinating service implementation and transitions, monitoring service performance, managing escalations, and driving continuous improvement in service processes. The Global Service Delivery Manager will work closely with customers, internal technical teams, and external partners to ensure that service level agreements are met and that issues are resolved promptly.

Qualifications
- Strong Service Delivery Management and Service Delivery skills to oversee end to end service performance and process improvement.
- Proven focus on Customer Satisfaction and Customer Service to build relationships, manage expectations, and handle escalations effectively.
- Experience with IT Service Management,



including working with ITIL based frameworks, SLAs, incident and problem management.
- Background in global network or telecom services, with understanding of connectivity, managed services, and enterprise environments.
- Excellent communication and stakeholder management skills, with the ability to collaborate across cultures and time zones.
- Strong analytical and organizational abilities, including experience with service reporting, KPIs, and continuous improvement initiatives.
- Ability to work in a hybrid model from Barcelona or remote demonstrating flexibility, self-motivation, and ownership of deliverables.
- Bachelor’s degree in Information Technology, Telecommunications, Business, or a related field; relevant certifications (e.g., ITIL) are an advantage.

📌 Global Service Delivery Manager (Barcelona)
🏢 Gateway Global
📍 Barcelona