ITS Service Delivery Manager:
- Location: Barcelona_

Job Summary:
The overall mission of the Service Manager is to be responsible for the operational health and agreement-stipulated delivery of one or more ITS Services. This entails managing many different process activities including those related to Incident, Problem, Change, Release, Service Request, Knowledge, Configuration, Availability, Capacity, and Service Level Management. Lastly, the Service is relied upon to promote continuous improvement to the service in collaboration with the Service Owner and support vendor(s).

Main Responsibilities:
- Act as primary point of contract to service recipients and support vendor(s) for escalation purposes
- Monitor the service recipient satisfaction
- Identify and propose service improvement opportunities
- Advise service recipients on best practices to maximize the benefit of the existing service
- Ensure the set up and monitoring of the operational activity according to the agreements with the service recipients and governance representatives
- Report on Service Delivery Performance:



raise alerts when KPIs are not met
- Monitor, Analyze and keep ticket pipeline at the agreed level
- Lead and/or key contributor in the planning and execution of projects/initiatives aimed at improving the effectiveness and usefulness of the delivered service
- Ensure the timely development and implementation of Service enhancements
- Actively manage he budgets and spend costs associated with Services(s)
- Ensure the right configuration and settings in related ITSM tool (SNOW, MyApps, Wrike, etc.) for assigned service portfolio
- Responsible for any applicable security and regulatory compliance of service

Experience:
- 7+ years of Service Delivery experience in an IT organization
- 7+ years relevant experience in the healthcare industry and/or consulting
- Experience working with Service Now software preferred
- Experience in IT operations management including support, continuous improve

📌 Eim Service Delivery Manager (Barcelona)
🏢 Sanofi
📍 Barcelona