Service Delivery Manager

Job Description

Our business technology department is responsible for managing our organization's technology infrastructure, applications, and tools. We ensure that our technology infrastructure and applications are aligned with the overall business strategy and are secure, reliable, and efficient to support you in your day-to-day job and our business success. Sanoma IT Operations is supporting all Sanoma businesses in all countries and has its team members in 7 countries organized in 3 functional areas: End User Services, Enterprise Infrastructure Services & SMO. This role will be part of the Enterprise Infrastructure Services team and you will play a pivotal role in delivering these services, focused on Spain, but member of the larger European team!

Role Responsibilities

Responsible for making sure that (outsourced) services are being seamlessly delivered to the clients of the organization. Being in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. The delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Service Management

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Technical Perception

• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that anti-virus updates and patches are applied effectively and promptly

Must-Have Requirements

• Service Management: Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Project Management: Service Delivery Managers often oversee multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
• Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
• Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
• Fluent in Spanish and English

Nice-To-Have Requirements

· Willingness to travel within Spain and abroad

Business travel and its frequency: ~2-3 x per year

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.

So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.