Service Delivery Management Specialist

Company Description

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to our clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration thrive. Present in 19 countries, we are a team of more than 28,000 professionals worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you!

Join Inetum. Be Inetum. 🚀

Job Description

Inetum is looking for a Service Delivery Manager to ensure the quality, continuity, and continuous improvement of IT services, while maintaining strong alignment between technical teams, business stakeholders, and service commitments.

Key Responsibilities

• Lead Incident, Problem, Change, and Request Management processes, ensuring adherence to ITIL best practices.
• Monitor and ensure compliance with defined SLAs and service quality standards.
• Ensure service continuity and consistency, including within 24/7 operational environments.
• Manage stakeholder relationships, escalations, and follow-up action plans through to resolution.
• Support the onboarding of new applications and services into BAU operations.
• Define and validate Target Operating Models for new products, platforms, and applications.
• Drive continuous improvement of processes, tools, and operational practices.
• Ensure alignment with Operational Resilience, Disaster Recovery, and Business Continuity requirements.

Requirements

• Strong experience with ITIL processes (Incident, Problem, Change, and Request Management).

• Proven background in Service Delivery Management and SLA management.

• Experience working with multiple stakeholders in complex international environments.

• Solid knowledge of Operational Resilience, Disaster Recovery, and Business Continuity frameworks.

• Experience in service transition and operational model definition.

• Excellent communication, coordination, and problem-solving skills. Profile:

• Service-oriented mindset with a focus on operational excellence.

• Strong stakeholder management and escalation handling capabilities.

• Ability to drive improvements and challenge existing processes when required.

• Comfortable working in fast-paced, multi-team environments.

• Fluent English is mandatory.

• Experience in large-scale, multi-stakeholder environments is highly valued.