IT Service Delivery Manager ( Madrid )

- Build strong working relationships with the management of the assigned sites, with the responsible IT Business Partner(s), with other IT functions in country/cluster and with the regional ISM team.

- Set up IT site support models following the regional/global guidelines and structures and manage IT support as defined in these site support models. 

- Ensure that the right services and corresponding SLAs are chosen for individual customers and ensure that services are delivered within these agreed SLAs. 

- Stay on top of operational services and channel internal and external customers' escalations towards succesful resolution. 

- Facilitate regular service reviews with (internal) customers/sites and report to the business on delivered service. 

- Team Management to Ensure a proper change management communication is in place and manage expectations and escalations. 

- Minimum 5 years in IT service management roles with strong knowledge of IT service management processes.

- Minimum 3-5 years of experience in supply chain / logistics or other fast-paced sectors.

- Fluente Level of English.

- Understanding of complex logistics operations and processes, ideally in one or more DHL core sectors.

- Knowledge of the DHL Supply Chain organization and/or experience in other divisions is an advantage.    

- Bachelor degree in Computer Science, Business Administration or relevant education and work experience

- ITIL qualification: Practitioner in Service Level Management, Practitioner in IT Incident Management ( Ideally ITIL 4 )

- Office 365,  Power Apps and Sharepoint/programming.

- Excellent verbal and written communication skills.

- Getting commitment to action through consideration of impacts. Combine formal and informal communication channels to achieve the desired outcome.