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IT Service Delivery Manager

Medellín Permanente Descripción de Vacante
The IT Service Delivery Manager is responsible for leading and optimising IT service management processes to ensure high-quality service delivery across a complex, global organisation. This role drives operational excellence, stakeholder alignment, and continuous improvement across ITSM functions. This role requires expertise in ITIL best practices and a focus on continuous improvement to meet organizational objectives.

Fecha de publicación 30/06/2026

  • Strong English Level + strong ITSM experience and ITIL knowledge required
  • Experience with ServiceNow, SLAs, KPIs and large-scale environments

Acerca de nuestro cliente

Our client is a leading organisation within the Property industry, focused on leveraging technology to enhance operational efficiency and customer experience.

Descripción

  • Lead and manage IT service delivery operations, ensuring high performance across support teams and service functions.
  • Design and implement ITSM processes aligned with ITIL best practices, including Incident, Problem, Change, and Configuration Management.
  • Drive continuous improvement initiatives to enhance service quality, efficiency, and user experience.
  • Manage service performance through KPIs, SLAs, and reporting, providing insights to senior leadership.
  • Coordinate major incidents, ensuring effective communication, timely resolution, and root cause analysis.
  • Oversee vendor performance, ensuring contractual compliance and continuous service improvement.
  • Collaborate with cross-functional teams to align IT services with business needs.
  • Lead ServiceNow optimisation and adoption, including workflows and service enhancements.
  • Ensure compliance with internal policies, governance standards, and regulatory requirements (including SOX).
  • Develop and implement strategies to improve IT service delivery across multiple regions.

Perfil buscado (h/m)

A successful ITSM Manager should have:

  • +10 years of experience in IT, with strong background in IT Service Management roles.
  • Proven experience as a Service Delivery Manager or similar leadership position.
  • Strong knowledge of ITIL frameworks and best practices.
  • Experience managing global or large-scale IT operations and external vendors.
  • Strong analytical mindset with experience managing service metrics and dashboards.
  • Excellent stakeholder management and communication skills.
  • Experience with ServiceNow or similar ITSM tools.
  • Ability to lead teams in fast-paced, complex environments.
  • Fluent in English and Spanish (C1 level required).

Qué Ofrecemos

  • Permanent position in a large organization in the Property industry.
  • Opportunities for professional growth and development.
  • A collaborative and supportive work culture.
  • Chance to make a significant impact on the organization's IT service delivery.



Contacto
Natalia Betancur
Ingresar referencia para vacante
JN-062026-7052302

Resumen de empleo

Sector
Information Technology
Sub Sector
Ingeniero de Servidores
Sector
Property
Ubicación
Medellín
Tipo de Trabajo
Permanente
Nombre del consultor
Natalia Betancur
Job Reference
JN-062026-7052302

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