Infrastructure Service Delivery Manager

• Professional Experience: Minimum of 4 years of demonstrable experience in roles such as Service Delivery Manager, Service Manager, or equivalent positions, with a specific focus on IT infrastructure service management.
• IT Infrastructure Management: Solid experience in managing traditional infrastructure environments and knowledge of the latest technological trends.
• Transformation Experience: Active participation in technological transformation projects, including adoption and migration to cloud environments.
• Team Management: Proven experience in the management and leadership of technical teams.
• Client Interfacing: Demonstrated ability for direct interfacing with clients, including the management of service committees and the negotiation of SLAs.
• Personal Skills: Great capacity for leadership, organization, planning, problem-solving, and a strong orientation toward results.
• Languages: English level sufficient to maintain fluid professional meetings and communications.

• ITIL Certifications (v3 or v4).
• Knowledge of service management tools (ServiceNow, Jira Service Management, etc.).
• Experience in managing complex and high-availability environments.

We are looking for an Infrastructure Service Delivery Manager (SDM) with a solid track record and demonstrable experience to join our team at Metrica Spain. The ideal candidate will be responsible for ensuring operational excellence in the delivery of IT infrastructure services, leading the operational and technological transformation of complex environments, both legacy and more modern platforms. We are looking for someone with the ability to manage technical teams, interact directly with clients, and lead service committees, ensuring maximum satisfaction and compliance with agreed service levels.

• Comprehensive IT Infrastructure Service Management: Supervise and ensure the efficient and effective delivery of all IT infrastructure services, complying with SLAs (Service Level Agreements) and business objectives.
• Technical Team Leadership: Direct, motivate, and develop multidisciplinary teams of infrastructure professionals, fostering an environment of collaboration and high performance.
• Client Relationship: Act as the primary point of contact for clients regarding the delivery of infrastructure services, actively managing expectations, resolving incidents, and ensuring fluid and transparent communication.
• Service Committee Management: Organize and lead periodic service committees with clients, presenting service performance, discussing improvements, and aligning IT strategy with business objectives.
• Operational and Technological Transformation: Actively participate in technological transformation and modernization projects, including migration to cloud environments and the optimization of existing infrastructures.
• Incident and Problem Management: Ensure the correct management of incidents and problems, implementing preventive and corrective actions to minimize business impact.
• Continuous Improvement: Identify and implement continuous improvement opportunities in infrastructure processes, tools, and services to optimize efficiency and reduce costs.
• Risk Management: Identify, evaluate, and mitigate risks associated with the delivery of infrastructure services.
• Reporting and Monitoring: Prepare performance and monitoring reports, providing visibility into the status of services and key metrics.