Service Delivery Manager Porto

Service Delivery Manager
Porto
Porto, Porto, Portugal

Who is Volkswagen Financial Services?

It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.

Volkswagen Financial Services today operates in 48 markets through its various subsidiaries, shareholdings, and joint ventures. Volkswagen Financial Services is the largest provider of automotive financial services worldwide.

As the largest provider of automotive financial services worldwide, we pride ourselves on fostering a diverse, inclusive, and
- opportunity workplace. At our VWFS Porto location, you’ll join a dynamic team committed to innovation and excellence in financial and technological services.

Objectives:

The Service Delivery Manager (SDM) is a strategic and operational role responsible for ensuring the seamless delivery of IT services (services across all delivery units at VWFS Porto) to customers while maintaining a strong focus on customer satisfaction, service quality, and operational efficiency. This role combines elements of traditional IT service management with the customer engagement and relationship management responsibilities of a Customer Success Manager.

In this role you will be responsible for:

IT Service Management Responsibilities

• Oversee service delivery across all Delivery functions, ensuring SLAs and KPIs are met.
• Manage service transitions from project to operations, ensuring a structured handover and operational readiness.
• Monitor and report service performance, identifying areas for improvement and risk mitigation.
• Ensure delivery of services meets or exceeds agreed service levels and contractual obligations, addressing customer expectations with agility and precision.
• Ensure compliance with service management best practices and VWFS processes.
• Coordinate with internal IT teams and external vendors to align service delivery with expectations.
• Ensure cost transparency and financial accountability in IT service operations.
• Drive continuous improvement initiatives to enhance service quality and cost efficiency.

Customer Engagement & Relationship Management Responsibilities

• Act as the single point of contact (SPOC) for customers, ensuring clear communication and issue resolution, including customer complaints, delays, or quality concerns.
• Establish and maintain strong business relationships with internal and external stakeholders.
• Advocate for customer needs, ensuring IT services align with business priorities.
• Manage customer expectations and satisfaction, addressing concerns proactively.
• Lead customer service reviews, governance meetings, and feedback sessions.
• Ensure service offerings evolve to meet the changing needs of the business.

We are looking for a seasoned IT Service and Customer Engagement professional with the following qualifications:

• Experience: Minimum 5+ years in IT Service Management, IT Operations, or Customer Success roles.
• Knowledge & Skills:
• Strong understanding of ITIL frameworks & best practices.
• Proven experience in customer relationship management and service delivery.
• Ability to manage SLAs, contracts, and vendor relationships effectively.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience in service improvement and business alignment initiatives.
• Certifications (Preferred): ITIL v4, Service Management Certifications, PMP (optional).
• Soft Skills: Leadership,
  - solving,
  - focused mindset, strategic thinking.

What we Offer:

• Long-term contract
• Competitive package including private health insurance, life insurance and meal allowance (pay by meal card)
• Bonuses and benefits depending on performance
• Schooling allowance and pension scheme
• Incredible and unique annual company events
• Opportunity to work on an international project and be part of multicultural and multidisciplinary team
• Solid performance evaluation and career management methodologies
• Continuous training – technical and behavioral development.