Service Delivery Manager (m/f)

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.