Service Delivery Manager - IT Infrastructure

Description

The company depends heavily on outside partners, managed service providers and vendors for its infrastructure. You will make sure these suppliers deliver what was agreed on scope, budget and timing.

You hold suppliers to account, lead the operational reviews and act before a late delivery or an open ticket becomes a business problem.

You will work closely with the head office IT infrastructure team to keep services performing as expected.

The company is part of a larger global aviation group and provides material management solutions to the aviation aftermarket. It has over 2,000 people across 12 sites and locations worldwide, and a turnover of $3.9 billion.

Responsibilities

• Serve as the main day-to-day operational contact for infrastructure and network suppliers.
• Track supplier performance metrics and enforce SLAs and agreed deliverables.
• When a supplier misses an SLA or runs late, raise it early and drive a remediation plan.
• Chair monthly or quarterly service reviews, track action items and follow unresolved operational issues through to closure.
• Give IT Procurement the operational data it needs for contract renewals, dispute discussions and vendor scorecards.
• Step in and handle escalations when standard operational channels stall.

Requirements

• Solid experience in service delivery, vendor management or IT operations within an enterprise environment.
• Practical understanding of enterprise IT, including cloud hosting, networks, on-premise hardware, data centres and security platforms.
• Ability to follow technical discussions, challenge timelines and recognise when a vendor gives vague answers.
• Hands-on experience with contracts, statements of work and strict service level agreements.
• Firm, diplomatic and articulate communication. You can clearly and professionally say no or that something is unacceptable, while keeping good relationships with suppliers.
• Professional fluency in English, spoken and written, with well structured written work.
• Awareness of potential compliance risks and a commitment to act with integrity.
• Plus: Danish language skills.
• Plus: Practical knowledge of ITIL frameworks.
• Plus: Daily experience with ServiceNow and Jira.
• Plus: Experience in multi-vendor setups and international organisations.
• Plus: Financial understanding.

Conditions

Permanent contract at professional experience level.

Based in Copenhagen.

We welcome all applications regardless of background, age, gender, disability, sexual orientation or religious belief.

Benefits

• Competitive salary.
• Employee stock ownership programme and success sharing.
• Health insurance and group accident insurance.
• Employee discounts at local businesses.
• On-site gym, an app-based health and wellbeing platform, a subsidised canteen and a massage scheme.
• Access to the company Leadership University, a large range of e-learning and training, support for postgraduate studies or technician training, mentoring and international experience.
• Option to work remotely, with a home working policy of 2 days remote per week, plus 4 care days and senior days.