Posted:
9/3/2025, 9:34:27 PM
Location(s):
Community of Madrid, Spain ⋅ Boadilla del Monte, Community of Madrid, Spain
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
IT & Security
Mission Statement
The Service Delivery Manager is the Single point of contact in front of IT Domains’ Product teams' members regarding technical and infrastructure services.
He/she is responsible for the follow-up and escalations regarding technical services Project’s requirements.
He/She is involved with production topics in helping on technical major incident resolution and communication.
He/she is involved in contributing to infrastructure remediation plan as part of the Problem Management or IT Risk Management for their aligned domain.
He ensures delivery process is defined and applied consistently and contribute to cost transparency process between Domains and Infrastructure department.
Activities
Act as a facilitator between Domains / Product Teams members and Technology teams
Manage transversal escalations from Domain
Support Product teams’ members interactions with Infrastructure department representatives
Support Technical Services team’s members interactions with Product team’s members
Assess Domain’s (as a customer) feedbacks and improve procedures to ensure the expected level of service is provided
Facilitate Service Delivery Reviews/Problem Management Reviews between the domains and infrastructure department to determine the root cause of outages and delays, and required remediation actions to be put in place
Contribute to Major Incident Management on infrastructure items involving his domains
Contribute to Problem Management on infrastructure items involving his domains
Contribute to IT Risk Management on infrastructure items involving his domains
Define and supervise processes & SLA between his aligned Domain and Technology teams
Ensures delivery process are efficient, cost-effective and applied consistently.
Participates in defining SLA and ensuring that they are met through regular reporting and follow-up
Provide new budget on infrastructure
Building infrastructure budget related to new project and assign it accordingly
Website: https://www.santanderbank.com/
Headquarter Location: Boston, Massachusetts, United States
Employee Count: 5001-10000
Year Founded: 2013
IPO Status: Private
Last Funding Type: Debt Financing
Industries: Banking ⋅ Finance ⋅ Financial Services