Service Delivery Manager - EUC Services - Desktop, Asset mgt - Madrid

signed services and countries - Responsible for resource management, selection, hiring and people management duties for supporting contracted services - Manage SOW, contracts, and vendors with respect to the timely delivery of services - Manage cross-functional aspects of all tower projects - Oversee daily service operations and ensure continuity of services. - Ensure compliance with agreed SLAs and KPIs. - Manage Incident, Service Requests, Problem, and change management processes. - Prepare, Present and track action items from regular weekly and monthly service reviews - Well versed in ITSM tools like Service Now / Remedy, Jira etc. - Able to create and manage the project dashboards in above ITSM tools for daily monitoring

• Team Leadership & Coordination:

  • Lead and mentor IT support and service teams.
  • Coordinate cross-functional efforts with infrastructure, applications, and security teams.

• Client/Stakeholder Relationship Management:

  • Serve as the primary point of contact for service delivery issues.
  • Build trust and satisfaction through consistent, high-quality service delivery.

• Project Financials:

  • Understand the monthly billing methodology
  • Prepare, present and get necessary approvals for regular billing
  • Understand the project PnL and find ways to improve profitability
  • Understand the penalties associated with the SLAs and make all efforts to keep them to minimal

• Service Improvement & Strategy:

  • Analyze performance metrics and identify areas for improvement.
  • Drive service improvement plans and implement best practices (e.g., ITIL framework).
  • Participate in budget planning, capacity planning, and vendor management.

• Project Participation:

  • Support or lead service-related IT projects (rollouts, upgrades, migrations).
  • Ensure smooth transition from project delivery into service operations.

Requirements

• 10+ years of overall IT experience
• 5+ years of experience in IT service management or a similar role.
• Strong understanding of ITIL principles (certification preferred).
• Excellent communication, problem-solving, and stakeholder management skills.
• Proven ability to lead teams and manage high-pressure situations.
• Experience with service management tools (e.g., ServiceNow, Jira, BMC Remedy).

Preferred Qualifications

• ITIL v4 Foundation or higher.
• Experience with cloud platforms (e.g., AWS, Azure).
• Familiarity with ISO/IEC 20000 standards.

Soft Skills

• Strong customer focus
• Analytical thinking
• Conflict resolution
• Ability to manage competing priorities

About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.
Visit https://www.infosys.com to see how Infosys can help your enterprise navigate your next.

All aspects of employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.