About Porto and the position:

To support our European intensive growth, the Group has decided to build a Center based in Porto with the aim to provide administrative and financial support to the European subsidiaries. In this context, we are looking for a SI / IT Service Delivery Manager.

Key Responsibilities:

IT Service coordination (RUN activities):

·       Monitor compliance of with defined SLAs and OLAs with internal teams (Solution managers, IT managers, local service delivery managers…);

·       Manage major incidents and ensure appropriate communication and resolution (MIC);

·       Coordinate deployment and release activities (CAB) with IS&T teams.

IS&T Performance monitoring and reporting:

·       Produce reportings and analyze service performance indicators (KPIs/ SLAs);

·       Collaborates closely with the IT performance manager to provide reporting;

·       Organize and participate with the service performance manager performance review meetings with solution managers and their respective head of;

·       Recommend and follow up continiuous improvements plans.

Continuous improvement & Compliance:

·       Contribute to the development and improvement of ITSM processes in collaboration with the IT process Manager;

·       Contribute to internal audits and ensure compliance with Group policies and standards;

·       Identify operation risks and propose corrective actions.

Relationship management & connection with Peers:

·       Establish close relashionship with key stakeholders in each subsidiaries;

·       Close collaboration with peers in the DSI Group (Solution Managers, IT Managers, Enterprise architecture & PMOs);

·       Close collaboration with entities (Local Service Delivery Managers, Local Managers, Local OCIO).

·       Graduated in IT or Business School (Master degree);

·       Min. 4 years of experience in similar role within structured IT environment or multi countries organization;

·       ITIL Certified;

·       Strong understanding of IS & IT environnement;

·       Fluent in English;

·       Proficiency in ITSM tools (ServiceNow);

·       Strong knowledge on reporting and analytics tools (Ex Power Bi);

·       Pack Office, Visio;

·       Knowledge on ISO27001 or TISAX could be appreciated.