Service Delivery Manager Back Office

About the role

Diagonal Company, a leader in services, has its own workforce of more than 1,600 professionals and more than 50 offices and branches, with a presence in the main Spanish provincial capitals. We bet on innovation, technology, and operational excellence to offer solutions adapted to the needs of our clients.

Currently, we need to incorporate a Service Delivery Manager Back Office to join our Operations team.

What you'll do

The selected person will be responsible for guaranteeing the correct management and evolution of Back Office services, ensuring compliance with operational objectives, productivity levels, process quality, and the service commitments established with clients.

We are looking for an analytical profile, oriented towards results and with leadership capacity, who drives continuous improvement, operational efficiency, and the optimization of the managed services.

• Analysis and monitoring of operational and business KPIs, related to productivity, quality, activity volumes, and management times.
• Analysis of the profitability of the managed services and monitoring of the main economic indicators.
• Monitoring and control of SLA compliance, service objectives, and established quality standards.
• Supervision of Back Office processes, identifying inefficiencies, bottlenecks, and optimization opportunities.
• Analysis of workloads, operational capacity, and team productivity, proposing measures to improve efficiency.
• Management, coordination, and monitoring of projects and initiatives linked to the evolution and improvement of services.
• Preparation and presentation of monitoring reports, dashboards, and results analysis for decision-making.
• Identification of deviations regarding established objectives and definition of corrective and preventive action plans.
• Leadership and coordination of teams, fostering collaboration, results orientation, and cross-functional work with other areas.
• Coordination with clients and internal departments to guarantee the correct functioning of the service and the achievement of agreed objectives.
• Participation in continuous improvement initiatives, standardization of procedures, and process optimization, driving automation where applicable.

What we're looking for

• Previous experience of at least 4 years in similar positions, managing Back Office services.
• Experience in monitoring and analysis of operational KPIs, productivity, quality, and SLA compliance.
• Analytical capacity and experience in the preparation of monitoring reports and dashboards.
• Experience in team management, project coordination, and definition of action plans.
• Orientation towards results, continuous improvement, and process optimization.
• Organizational, planning, and decision-making skills.
• Communication and coordination skills with clients and multidisciplinary teams.
• Proficiency in office tools, especially Excel, for data analysis and monitoring.

What you'll get

• Schedule: Monday to Thursday, from 8:00 to 17:00 h, and Friday, from 8:00 to 15:00 h.
• Collective Agreement: Gestorías Administrativas.
• Professional category: Coordinator
• Contract: Permanent.
• Salary: based on the merit and experience of the candidate.
• Employee benefits and discount portal.
• Work center: Torrejón de Ardoz.

If you are looking for a new professional challenge in which to contribute your experience in service management, team leadership, and process optimization, we want to meet you!

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. Therefore, at Grupo Servinform, we focus on equality and diversity as an elemental factor for social progress, working day by day to achieve this goal.