Service Delivery Manager

IT House is recruiting a Service Delivery Manager for a client in the insurance sector, based in Lisbon.

RESPONSIBILITIES

• Lead IPCR activities (Incident, Problem, Change, Request), ensuring correct process application across operations teams;


• Ensure service delivery aligns with defined Product SLA and maintain 24/7 continuity and consistency;


• Coordinate with internal stakeholders, Product, and Market teams to ensure alignment and efficiency;


• Support Product projects during transition to BAU phase and validate Target Operating Model for new applications/platforms;


• Manage escalations from users, management, or stakeholders; define and monitor action plans until completion;


• Challenge processes, tools, and practices against Operational Resilience, Disaster Recovery, and Business Continuity requirements;


• Ensure stakeholder awareness of defined Operating Model and maintain service scope.

PROFILE

• Expertise in ITIL-based processes (Incident, Problem, Change, Request management);


• Expertise in Service Level Management, SLA monitoring, and escalation management;


• Expertise in Operational Resilience, Disaster Recovery, and Business Continuity frameworks;


• Technical expertise in Target Operating Model definition and transition management;


• Proven experience in Service Delivery Management within multi-stakeholder, multi-entity environments;


• Ability to challenge and validate processes, tools, and practices against resilience requirements;


• Strong communication skills and ability to work effectively in complex environments;


• Fluent English (mandatory).

OFFER

• Contract with IT House | Egor Group;


• Base salary Meal allowance;


• Hybrid model (Lisbon);


• Other corporate benefits.