About the role
Job Description
Inetum is looking for a Service Delivery Manager to ensure the quality, continuity, and continuous improvement of IT services, while maintaining strong alignment between technical teams, business stakeholders, and service commitments.
Key Responsibilities:
* Lead Incident, Problem, Change, and Request Management processes, ensuring adherence to ITIL best practices. * Monitor and ensure compliance with defined SLAs and service quality standards. * Ensure service continuity and consistency, including within 24/7 operational environments. * Manage stakeholder relationships, escalations, and follow-up action plans through to resolution. * Support the onboarding of new applications and services into BAU operations. * Define and validate Target Operating Models for new products, platforms, and applications. * Drive continuous improvement of processes, tools, and operational practices. * Ensure alignment with Operational Resilience, Disaster Recovery, and Business Continuity requirements.
Requirements:
* Strong experience with ITIL processes (Incident, Problem, Change, and Request Management). * Proven background in Service Delivery Management and SLA management. * Experience working with multiple stakeholders in complex international environments. * Solid knowledge of Operational Resilience, Disaster Recovery, and Business Continuity frameworks. * Experience in service transition and operational model definition. * Excellent communication, coordination, and problem-solving skills.
Profile:
* Service-oriented mindset with a focus on operational excellence. * Strong stakeholder management and escalation handling capabilities. * Ability to drive improvements and challenge existing processes when required. * Comfortable working in fast-paced, multi-team environments.
Fluent English is mandatory. Experience in large-scale, multi-stakeholder environments is highly valued.