Service Delivery Lead
Grupo Santander Boadilla del Monte
Experteer Overview
In this role you will lead service delivery within our Operations team, ensuring high-quality, timely support for a global platform used by thousands of customers. You will coordinate internal teams and SLAs, acting as the main contact for service inquiries while shaping improvements and strategic plans in an agile environment.You’ll partner with cross-functional groups to mature operations and drive impact through ongoing enhancements. This is a hands-on, ownership‑driven role in a fast-paced, collaborative tech culture.
Compensaciones / Beneficios- Monitor and manage KPI/SLA performance
- Analyze trends and promote improvement solutions
- Oversee third‑party provider management and oversight
- Incident and escalation management; support during critical incidents
- Drive continuous improvements across operations
- Prepare and present regular service delivery reports to management
- Coordinate cross-functional teams and manage stakeholder relationships
- Conduct feedback meetings with support groups and stakeholders
- Assist in resolving issues and provide executive summaries on key activities
- Contribute as a hands-on team member with accountability for assigned tasks
- Bachelor’s degree in Computer Science, Information Systems, or a related field
- Experience in service delivery, IT operations, or client services
- Familiarity with ITIL frameworks or ITSM best practices
- Strong communication and interpersonal skills to liaise with technical and business stakeholders
- Proficiency with service management tools (Preferably Jira)
- Analytical mindset with ability to interpret metrics and produce reports
- Ability to manage multiple priorities in a fast-paced environment
- Experience with incident management and escalation processes
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