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.

ResponsabilidadesEnsure delivery of services according to SLAs and service definitions to maintain client satisfactionServe as the primary contact for client inquiries, escalations and feedbackUnderstand client objectives and tailor services accordinglyCollaborate with technical teams to resolve issues and incidents promptlyMonitor client satisfaction and implement improvementsDevelop account plans and strategies to enhance engagement and retentionIdentify upselling/cross-selling opportunities and manage new service implementationsCoordinate project timelines, resources and deliverables for successful outcomesEnsure service delivery aligns with contracts and complianceConsult with legal for contract escalations and governanceMonitor contract performance and report on itOversee budgeting,



forecasting and possibly billing for client accountsEnsure client environments are secure and up-to-date in collaboration with technical teamsStay informed on industry trends to provide informed recommendationsIdentify and mitigate risks and develop contingency plansMaintain accurate client documentation and incident reportsProvide regular service performance reports to stakeholders Requisitos principalesSeasoned experience in managed services and/or support environmentsProven track record in service delivery and client managementExperience delivering services meeting SLAs and quality standardsExperience aligning service delivery with contractual and compliance requirementsExperience monitoring contract performance and managing service delivery projectsExperience proactive client relationship management and service quality improvementBachelor's degree or equivalent; relevant ITIL and project management certifications preferredEnglish and Spanish language proficiencyAbility to work under pressure with strong organizational skillsCross-functional collaboration capabilityStrong communication, negotiation and problem-solving skillsFinancial acumen for budgeting, forecasting and billingITIL familiarity; PMP or equivalent project management certification preferredExcellent communicationStrong negotiation skillsProblem-solving mindsetManaged servicesInfrastructureCloud

📌 Senior Service Delivery Manager (English & Spanish Speaker) - NTT DATA (Barcelona)
🏢 Jobrapido
📍 Barcelona