Overview
In this Senior Service Delivery Manager role, you oversee end-to-end delivery of managed services contracts, ensuring client satisfaction and contract profitability. You work with cross-functional teams to meet SLAs, manage escalations, and tailor services to client needs. You’ll lead delivery quality, risk management, and continuous improvement while aligning with contractual and governance frameworks. This is a fully remote role based in Spain, offering a chance to influence service delivery at scale within a general IT leader.

Responsabilidades
- Ensure delivery of services according to SLAs and service definitions to maintain client satisfaction
- Serve as the primary contact for client inquiries, escalations and feedback
- Understand client objectives and tailor services accordingly
- Collaborate with technical teams to resolve issues and incidents promptly
- Monitor client satisfaction and implement improvements
- Develop account plans and strategies to enhance engagement and retention




- Identify upselling/cross-selling opportunities and manage new service implementations
- Coordinate project timelines, resources and deliverables for successful outcomes
- Ensure service delivery aligns with contracts and compliance
- Consult with legal for contract escalations and governance
- Monitor contract performance and report on it
- Oversee budgeting, forecasting and possibly billing for client accounts
- Ensure client environments are secure and up-to-date in collaboration with technical teams
- Stay informed on industry trends to provide informed recommendations
- Identify and mitigate risks and develop contingency plans
- Maintain accurate client documentation and incident reports
- Provide regular service performance reports to stakeholders

Requisitos principales
- Seasoned experience in managed services and/or support environments
- Proven track record in service delivery and client management
- Experience delivering services meeting SLAs and quality sta

📌 Senior Service Delivery Manager (Barcelona)
🏢 Ntt Data
📍 Barcelona