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 integral 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 standards

Experience aligning service delivery with contractual and compliance requirements

Experience monitoring contract performance and managing service delivery projects

Experience proactive client relationship management and service quality improvement

Bachelors degree or equivalent; relevant ITIL and project management certifications preferred

English and Spanish language proficiency

Ability to work under pressure with strong organizational skills

Cross-functional collaboration capability

Strong communication, negotiation and problem-solving skills

Financial acumen for budgeting, forecasting and billing

ITIL familiarity; PMP or equivalent project management certification preferred

Excellent communication

Strong negotiation skills

Problem-solving mindset

Managed services

Infrastructure

Cloud

📌 Senior Service Delivery Manager (English & Spanish Speaker) (Barcelona)
🏢 Ntt Data
📍 Barcelona