Service Delivery Manager

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Our business technology department is responsible for managing our organization's technology infrastructure, applications, and tools. We ensure that our technology infrastructure and applications are aligned with the overall business strategy and are secure, reliable, and efficient to support you in your day-to-day job and our business success. Sanoma IT Operations supports all Sanoma businesses in seven countries and is organized in three functional areas : End User Services, Enterprise Infrastructure Services & SMO. This role will be part of the Enterprise Infrastructure Services team and you will play a pivotal role in delivering these services, focused on Spain, but a member of the larger European team.

Role Responsibilities

• Responsible for ensuring that (outsourced) services are seamlessly delivered to the clients of the organization.
• Lead project teams, rectify reliability issues, monitor progress, track KPIs, and manage budgets.
• Boost user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
• Service Management : Maintain high performance levels for service-related processes and implement improvement activities where necessary.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
• Ensure systems, procedures, and methodologies are in place to support outstanding service delivery.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.
• Take accountability for service delivery performance, meet customer expectations, and drive future demand.
• Analyze third-party and internal processes, and create strategies for service delivery optimization.
• Performance and Quality Management : Recommend improvements and ensure actions are implemented on time for service delivery upgrades.
• Provide accurate and regular reports to management on service delivery performance.
• Build strong relationships with teams and stakeholders to enable effective dialogue between departments.
• Collaborate with technical design teams to set standards for software, hardware, and security.
• Ensure antivirus updates and patches are applied effectively and promptly.

Must-have Requirements

Nice-to-have requirements

Business travel and its frequency : ~2-3 times per year.

About Sanoma Learning

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our mission is to help teachers and schools develop the talents of every child by offering printed and digital learning content, as well as digital learning platforms for primary, secondary, and vocational education. With over 3000 employees, we support more than 25 million students across Europe and continually aim to shape the future of education.

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensuring equal opportunity for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic.

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