Service Delivery Management Lead (IT Service Management)

TL;DR

Service Delivery Management Lead (IT Service Management): Leading the rollout of Windows Edition V2 and maintaining Windows Basic legacy product, ensuring quality of service and adherence to global standards for incident, problem, and change processes. Focus on product architecture, vendor management, continuous QoS improvement, and collaboration with Product Managers to establish the Product Target Operating Model.

Location: Hybrid in Lisboa, Portugal

Company

hirify.global is a Swiss consulting firm dedicated to helping businesses tackle their strategic, technological, and organizational challenges.

What you will do

• Lead the rollout of Windows Edition V2 and maintain the Windows Basic legacy product.
• Ensure the quality of service (QoS) and possess a thorough understanding of product architecture, emphasizing Intunes.
• Ensure Secure Incident, Problem, and Change processes are executed according to global standards.
• Manage and control third-party vendors and cross-shoring operations.
• Conduct Monthly Operational Governance with Market stakeholders, covering SLA/KPIs, key facts, pain points, and action plans.
• Develop and manage a continuous QoS improvement plan and collaborate on the Product Target Operating Model.

Requirements

• At least 6-8 years of expertise in the IT service-related industry.
• Hold a university degree with an IT or Business orientation.
• ITIL Service Management Certificate Qualified (or equivalent certification).
• Demonstrate expert knowledge of Service Delivery processes and business characteristics.
• Possess experience in managing client relationships within a global enterprise.
• Comfortable working in a multicultural, English-speaking environment.

Nice to have

• Knowledge of quality systems (e.g., Six Sigma).
• Understanding of data privacy, compliance, security issues, and SOX compliance requirements.
• French language skills.

Culture & Benefits

• Supportive environment that promotes personal and professional growth with training opportunities.
• Building strong, long-lasting relationships with clients and partners based on trust, professionalism, and transparency.
• Driving effective digital transformation through innovative technology and creative problem-solving.
• Commitment to making a positive impact in the community.