SDM - Service Delivery manager

At Arelion, you'll find a globally connected, culturally rich, and inclusive work environment where collaboration and innovation thrive. Despite being spread across continents, the company fosters a close-knit, synergetic atmosphere where communication is open and every voice is valued

Are you passionate about optimizing IT systems and driving business value through technology? We're looking for a proactive and strategicService Delivery Manager (SDM)to take ownership of our business-critical systems throughout their entire lifecycle.

What You'll Do:

• Service Management
  • Oversee the delivery of IT services to internal or external customers.
  • Ensure services meet agreed-upon service levels (SLAs).
  • Monitor performance metrics and service quality.
• Client and Stakeholder Communication
  • Act as the main point of contact between IT and business units or clients.
  • Manage expectations and ensure customer satisfaction.
  • Handle escalations and resolve service-related issues.
• Process Improvement
  • Identify areas for improvement in service delivery processes.
  • Drive automation and efficiency initiatives.
• Team Leadership
  • Lead and coordinate service delivery teams.
  • Assign tasks, manage workloads, and support professional development.
  • Foster collaboration between support, infrastructure, and development teams.
• Change Management
  • Support the implementation of new IT services or changes to existing ones.
  • Ensure smooth transitions with minimal disruption to users.
  • Collaborate with project managers and technical teams

Why Join Us?

• Be a key player in shaping our IT landscape.
• Work in a collaborative, forward-thinking environment.
• Enjoy opportunities for professional growth and innovation.

• Experience monitoring IT delivery processes and routines.
• Proven ability to handle change management activities effectively.
• Skilled in planning and following up on IT system maintenance.
• Experience provisioning user accounts and managing permissions.
• Expertise in IT system lifecycle management.
• Ability to ensure infrastructure and application-level monitoring.
• Strong documentation practices to keep system records up to date.
• Ability to develop and maintain a user training framework.
• Vendor relationship and contract management experience.
• Budgeting and forecasting responsibility for IT systems.
• Experience performing GRC audits and participating in external audits.
• License management expertise.