IT Service Delivery Manager - Portugal

We are hiring an IT Service Delivery Manager on a permanent basis to support a global enterprise retail organisation through a significant IT service transformation. This regionally based role based in Lisbon, Portugal, and is critical in bridging local operations with global strategy, as the business moves through a multi-year change and improvement program.You will play a key role in shaping how services are delivered including:Key Responsibilities Manage end-to-end IT service delivery within the region, including German speaking countries.Act as the local bridge between business users and global IT strategy.Manage incidents, problems, and requests using ITIL-aligned processes.Support and lead local change and transformation initiatives.Drive local service performance and vendor engagement.Contribute to continuous improvement and alignment with global standards.Monitor and analyse global IT service performance, produce regular reports for leadership, perform root cause analysis on recurring incidents and recommend improvements.Required experience:3+ years experience in IT Service Delivery and management within enterprise-scale businesses.Must have fluent/good German AND English language proficiencyHands on experience of working with ServiceNow or equivalent platform.Experience in managing services and change within ITSM frameworks.Strong skills in performance analysis, reporting, root cause analysis, and ITIL best practice compliance.Operating as part of a regional business and also aligned with global strategy.Engage confidently with senior stakeholders and cross-functional teams.Work effectively in global, complex, fast-evolving environments.Location:Lisbon - HybridWe are looking to onboard the right candidates as soon as possible. Please do get in touch to register interest and have an initial conversation.Thanks for reading.Steve