IT Service Delivery Manager

About the role

SGS, a global testing, inspection and certification company, is looking for an experienced IT Service Delivery Manager in Madrid to lead the end-to-end delivery and management of custom applications across the SDLC. The role leads multidisciplinary technical teams and connects business priorities with application development, maintenance and operations. It is not purely administrative: you own the services, including delivery, quality, stability, risk management and continuous improvement.

Key responsibilities

• Manage the end-to-end lifecycle of custom applications across the SDLC.
• Lead developers, architects, QA engineers and business analysts.
• Manage roadmaps, backlogs, releases, capacity, dependencies and delivery commitments.
• Ensure application stability, quality and compliance with agreed SLAs and KPIs.
• Oversee incidents, problem management, production transitions and service improvements.
• Manage stakeholders and prepare regular service status reports on performance, progress, risks, issues and KPIs.
• Collaborate with Business, Product, Architecture, Security and Operations teams and promote Agile ways of working within IT service management and governance.
• Monitor technical debt, obsolescence, performance, security and operational risks.

Required profile

• Bachelor's degree in IT, Computer Science or a related field.
• Proven experience leading cross-functional technical teams (Engineering, QA, Architecture, Application Support).
• Ability to engage with engineering teams, manage technical dependencies and turn risks into business impact.
• Nice to have: engineering or IT degree, hands-on software engineering or application development experience, and experience implementing Microsoft Dynamics 365 (Field Services).

Required skills

• Solid knowledge of project management and service delivery.
• Understanding of Agile methodologies and the full SDLC.
• Nice to have: ServiceNow, Azure DevOps and ITIL4 certification.

What we offer

• A flexible schedule and hybrid work model.
• Continuous learning through SGS University and Campus.
• A multinational environment and a comprehensive benefits platform.