Delivery Manager - Shared Services Center - #236984

At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue of €1B. We believe in transforming technology to create value for our clients, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment. Because we are #TechforPeople. Join our multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our +10.000 tech and business leaders on cloud, data and cyber security. Let’s fuse creativity with technology together and build innovative solutions that actively change things for the better.

About the job

The Delivery Manager will play a pivotal role in building and overseeing the establishment of a delivery services centre from scratch. This includes setting up processes, infrastructure, and teams to deliver high-quality technology services to clients. The ideal candidate will have a strong background in technology service delivery, and team leadership, with experience in start-up environments.

Key Responsibilities

Start-up Establishment:

• Lead the establishment of a technology delivery centre from inception to operational readiness, including defining processes, infrastructure requirements, and team structures.

• Collaborate with senior management to develop a strategic roadmap for the start-up phase, outlining key milestones, resource requirements, and growth targets.

Service Delivery Management:

• Oversee the end-to-end delivery of technology services to clients, ensuring timely and high-quality service delivery.

• Develop and implement service level agreements (SLAs), performance metrics, and KPIs to measure and optimise service delivery effectiveness.

Client Relationship Management:

• Build and nurture relationships with clients, understanding their needs, expectations, and strategic objectives.

• Act as the primary liaison between the services centre and clients, addressing any IT concerns or issues promptly and effectively.

Team Leadership and Development:

• Recruit, onboard, and develop a team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement.

• Provide mentorship and guidance to team members, empowering them to excel in their roles and contribute to the success of the services delivery centre.

Project Management:

• Manage the implementation of technology projects and initiatives, ensuring alignment with client requirements, budget constraints, and quality standards.

• Coordinate cross-functional teams and stakeholders to prioritise and execute project deliverables according to established timelines and objectives.

Operational Excellence:

• Establish and optimise processes, tools, and methodologies to streamline service delivery operations and enhance operational efficiency.

• Identify and mitigate operational risks, ensuring compliance with industry regulations, security standards, and organisational policies.

Strategic Planning and Growth:

• Collaborate with senior management to develop and execute strategic plans for the growth and expansion of the services delivery centre.

• Monitor market trends, competitive landscape, and industry developments to identify opportunities for innovation, differentiation, and market positioning.

• Bachelor's degree in Computer Science, Business, or related field; Master's degree or MBA is a plus.

• Minimum of 5 of experience in IT service delivery management, IT project management, or related IT role, preferably in a nearshore or offshore IT delivery centre environment.

• Strong leadership, team management, and interpersonal skills.

• Excellent communication, negotiation, and client relationship management skills.

• Proficiency in IT project management tools, methodologies, and best practices.

• Ability to work effectively in a fast-paced, dynamic IT environment and manage multiple IT priorities and stakeholders concurrently.

Devoteam Group works for equal opportunities, promoting its employees based on merit and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism and excellence of our organization. All of our vacancies are open to people with disabilities.