29 / 9 / 2025 Madrid Service Delivery Manager

Overview

The company : Ourcustomer is a very innovative company which aims to positively impact on the planet and people’s lives, by providing detailed information and insights about daily changes on the surface of the Earth to empower organizations and businesses to make better decisions. They have a startup mindset with a very solid funding fostering a very quick growing process, and you can grow with them!

They will hire the selected candidate as an internal and permanent employee, based in Madrid, but providing services to their global organization.

Description of the position

We’re looking for an IT Service Delivery Manager for its global operations in Madrid. He / She will play a critical role in managing and optimizing IT support services. The primary goal is to ensure that IT support services are delivered efficiently, maximizing user satisfaction and aligning with business objectives. This role involves implementing ITSM solutions, managing the external ServiceDesk, overseeing ticket escalations, and developing strategies to improve service delivery.

Key Responsibilities and tasks

• Implement and Manage ITSM Platform : Oversee the rollout and configuration of the chosen ITSM tool (e.G., ServiceNow) and ensure it supports key processes like incident, problem, and change management.
• Service Desk Oversight (Vendor Management) : Manage the external ServiceDesk provider, acting as the primary liaison. Define and monitor SLAs for ticket handling (response / resolution times) and conduct regular performance reviews to ensure quality standards are met.
• Escalation Management : Oversee P1 / P2 escalation process to ensure efficient escalation to the right experts. Coordinate rapid response for critical incidents and ensure timely communication to stakeholders.
• Problem Management & Continuous Improvement : Identify underlying problems behind recurring incidents. Use the ITSM system to track problems and known errors, and drive initiatives for permanent fixes. Lead post-incident reviews for major issues and implement improvements to prevent recurrence.
• IT Support Strategy Execution : Translate the high-level IT Support strategy into operational plans and processes. Develop service support policies and procedures aligned with industry best practices and ITIL standards, including a service catalog and standard operating procedures for common requests.
• SLA and Performance Monitoring : Define KPIs for the support function (e.G., first-call resolution rate, ticket backlog, customer satisfaction). Continuously monitor support metrics and service levels and generate regular reports for IT leadership on ServiceDesk performance and ITSM adoption.
• Vendor and Stakeholder Communication : Act as the point of contact between the external ServiceDesk team and internal IT teams or business units. Ensure clear communication of issues, changes, and updates. Hold regular meetings with the vendor to review performance, upcoming changes, and ensure they have the necessary information to support users effectively.
• User Satisfaction & Service Quality : Maintain a strong focus on end-user experience. Implement feedback mechanisms (e.G., post-ticket surveys) to gather user satisfaction data. Address any issues or negative feedback promptly and use insights to improve service processes and training.
• ITIL Process Adoption : Champion the adoption of ITIL processes within IT support. Ensure proper execution of Incident Management, Request Fulfillment, Problem Management, and Change Management as per ITIL guidelines. Provide guidance and training to the ServiceDesk on ITIL best practices.
• Documentation and Knowledge Base : Oversee the maintenance of support documentation and the support knowledge base. Ensure that all support procedures, FAQs, and troubleshooting guides are up-to-date and accessible to improve first-line resolution rates and empower user self-service.
• Compliance and Security : Ensure that support processes adhere to company security policies and any relevant regulatory requirements. Work with the Information Security team to handle any security-related incidents and to ensure the ServiceDesk follows data protection and access control protocols.
• Budgeting and Resource Planning : Manage the budget for IT support operations, including vendor contract costs and ITSM tool licensing. Propose resource adjustments or investments (such as new tools or training programs) to improve support efficiency and quality, ensuring a good return on investment.
• Team Coordination and Leadership : While the frontline support is provided by an external vendor, coordinate with internal IT teams (Infrastructure, Applications, etc.) for escalated issues and deeper problem resolution. Foster a collaborative environment between the external ServiceDesk and internal teams to ensure cohesive service delivery.

Working Experience

Tech skills

Soft skills

Education and Training

Certifications

Languages

Job Conditions

Job location : Tres Cantos (Madrid). European Union nationality otherwise EU / Spain work permit required as a prerequisite.

Employment Type : Permanent Full Time, as internal employee.

Salary : Depending on qualification and experience.

Work from home : Hybrid working model including the possibility of working from home (70%) but according to the specific needs that may arise from the perspective of project development, department, clients, and / or partners.

How to apply

If you are interested, please apply here or send an email to including in the subject : ‘IT Service Delivery Manager’ along with your English CV.

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