Descrição
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.