Overview
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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 standards
- Experience aligning service delivery with contractual and compliance requirements
- Experience monitoring contract performance and managing service delivery xkdbapo projects
- Experience proactive client relationship management and service quality improvement
- Bachelor's 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) - NTT DATA (Barcelona)
🏢 Jobrapido
📍 Barcelona