Service Delivery Manager – Data, Integration & AI

SGS

6d•Hybrid

About The Position

This role can be performed remotely from anywhere in Spain, but requires at least two visits per month to our IT headquarters in Madrid for stakeholder meetings, service reviews, and coordination with the wider IT team. We are looking for an experienced Service Delivery Manager to lead the operational governance and continuous improvement of our Integration, Application, Data and AI services within Corporate IT. This is a highly visible global role where you will work across business stakeholders, architecture, platform teams, operations, cybersecurity, vendors and service providers to ensure the reliability, performance and supportability of critical enterprise services. If you thrive in complex environments, enjoy bringing order to large-scale technology landscapes and have a passion for operational excellence, we'd love to hear from you. Your Mission As a Service Delivery Manager, you will own and evolve the service management framework supporting a growing portfolio of enterprise applications, integrations, data platforms and AI-powered capabilities. You will be responsible for ensuring services are stable, measurable, scalable and continuously improving, while driving strong governance across incidents, changes, releases, service transitions and operational performance. This role combines service leadership, stakeholder management and operational governance, with significant exposure to senior technology and business leaders across SGS.

Requirements

7+ years of experience in IT Service Management, Service Delivery, Application Management or IT Operations.
Experience managing enterprise-critical services within complex global environments.
Proven track record coordinating incidents, problems, changes, releases and service transitions.
Experience working with cross-functional technology teams and external service providers.
Strong understanding of ITIL and ITSM practices.
Experience with ServiceNow or similar ITSM platforms.
Familiarity with integration technologies such as APIs, middleware, message queues and event-driven architectures.
Understanding of enterprise application support and release management.
Exposure to data platforms, analytics environments and AI-enabled services.
Knowledge of service observability, monitoring and operational governance.
Strong stakeholder management and communication skills.
Ability to influence decisions across business and technical teams.
Excellent organizational and prioritization capabilities.
Strong analytical and problem-solving mindset.
Comfortable operating in a fast-paced global environment.

Responsibilities

Define and continuously improve the service operating model for enterprise integration, software, data and AI services.
Develop and maintain service catalogues, SLAs, OLAs, KPIs and operational governance frameworks.
Ensure service performance is measured, monitored and reported through meaningful metrics and dashboards.
Drive operational excellence and service maturity across supported platforms.
Lead major incident coordination and escalation activities.
Drive problem management and root-cause analysis initiatives.
Ensure effective ownership, communication and resolution of operational issues.
Partner with technical teams and vendors to minimize service disruptions and business impact.
Govern change and release processes across supported services.
Ensure production readiness, operational acceptance and supportability requirements are met before go-live.
Coordinate knowledge transfer, support documentation and handover activities.
Mitigate operational risks associated with deployments and platform evolution.
Serve as the primary point of contact for service-related discussions with business and IT stakeholders.
Facilitate service reviews and governance forums.
Manage relationships with external partners and service providers.
Ensure clear accountability, transparency and communication across all parties.
Identify opportunities to improve reliability, efficiency and user experience.
Drive service improvement initiatives based on operational data and business feedback.
Promote best practices aligned with ITIL and modern service management principles.
Support the adoption of observability, automation and proactive service management capabilities.