This is us

At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development.

This is the job

We are looking for a Service Delivery Manager to join our team and take ownership of day-to-day operational service delivery in a technology and ATM environment.

In this role, you will ensure that services are delivered in line with agreed SLAs and KPIs, oversee performance monitoring and reporting, and drive continuous improvement. You will work closely with delivery teams, senior stakeholders, and the Contract Manager to resolve operational issues and maintain high standards of service quality, safety, and security.

This is you

- Strong operational service management background (e.g. ITIL-aligned service delivery) in a comparable technology/ATM environment.
- Experience setting up and running SLA/KPI frameworks and performance reporting for external clients.
- Experience managing on-call/24x7 support models and incident/escalation management.
- Comfortable working in SAFe Agile or mixed-team delivery environments.
- Strong analytical and reporting skills; comfortable presenting performance data to senior stakeholders.
- Advanced English (C1); and French (B2).
- ITIL certification (or equivalent) is an advantage.

This is your role





- Manage day-to-day operational delivery of in-scope services across the relevant Lot(s).
- Define, implement, and maintain service level agreements (SLAs) and service level objectives (SLOs), including production of Service Level Reports.
- Run regular performance and KPI reviews against the indicators defined in the contract's Performance Standards.
- Coordinate on-call/24x7 special support arrangements, including escalation paths and incident resolution.
- Identify service risks and drive continuous improvement plans in collaboration with delivery teams.
- Act as the operational escalation point for service issues, working closely with the Contract Manager on any contractual implications.
- Ensure quality, safety, and security assurance requirements are embedded in day-to-day service operations.

At Avenga, everyone matters. We provide equal opportunities in recruitment, career development, and leadership, regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. We are committed to fostering a work environment where our diverse community of employees, candidates, and business partners actively shapes our growth. By bringing together people from different backgrounds and experiences, we build a workplace where everyone feels free to be themselves while honoring the boundaries of others.

📌 Principal service delivery manager (España)
🏢 Avenga
📍 España