Service Delivery Manager

Service Delivery Manager NN Digital Hub is a subsidiary company of Nationale Nederlanden Group located in Madrid, Spain. We deliver IT services and solutions for the different international Business Units from Nationale Nederlanden Group. The Service Delivery Manager is a service-focused role responsible for ensuring stable delivery of IT services and for owning clear, timely communication to internal and external stakeholders especially during incidents and change/release activities, so that everyone remains aligned on status, decisions, next steps, and expected impacts. The Service Delivery Manager coordinates IT services, acting as a link between IT and business. The role gathers input and insights from product teams, operations, architecture/platform, vendors, and business stakeholders, and ensures a shared understanding of priorities, risks, dependencies, and the business/technical impact of incidents and planned changes. Your Impact as Service Delivery Manager: What are you going to do The Service Delivery Manager owns the release management process. Under change management governance and in conjunction with the Architecture & Platform team, release management oversees the overall process by which the production environment is updated, upgraded, and maintained. This includes all types of change across infrastructure (hardware and software), applications, and operations. The Service Delivery Manager is the major liaison between IT Product/DevOps teams and production, coordinating readiness and approvals for production changes and ensuring conformance to policies and operational processes/procedures, release integration testing, production validation, and critically stakeholder communication so that everyone understands the scope, timing, risks, rollback approach, and expected impact of each release. Key responsibilities include: * Ensure IT services are delivered in a stable manner to internal and external customers by coordinating monitoring, reporting, and operational follow-up with the relevant technical teams and suppliers. * Own stakeholder communication during incidents and change/release activities, ensuring timely updates and that all parties remain aligned on status, decisions, next steps, and expected impacts. * Collect insights from engineering, operations, security, architecture, vendors, and business stakeholders to communicate clear impact assessments (service/customer impact, risk, dependencies, downtime, rollback) before and after changes. * Manage first level of support to users: 1st line (ServiceDesk) and 2nd line (End User Computing). * Assist PO’s in their Customer Service meetings. * Support and help maintain the release management process and ways of working (including basic KPIs), ensuring teams follow agreed governance and that improvements are captured and followed up. * Coordinate the release plan and stakeholder communications, covering key readiness items such as testing milestones, user acceptance coordination, documentation, operational support inputs (e.g., runbooks/support procedures), and rollback planning. * Track release items through their lifecycle and ensure the right owners are engaged (development, operations, security, suppliers) so that dependencies, risks, and actions are visible and addressed on time. * Works closely with Architecture & Platform managers and Product managers to plan releases and manage the release schedule, taking into consideration associated business and technical risks. Assists in coordinating cross-Product release processes between development and production. * Coordinate releases into production through agreed change/release governance, ensuring implementation steps, validation, and rollback readiness are confirmed with the responsible technical teams. * Creates and provides release status reports containing current and historical data connected with and related to production release items. * Acts as a liaison between other process managers (for example, problem, incident and change) to ensure process alignment and consistent communication across teams. Creates and maintains communication routines and templates (e.g., change notices, release updates, stakeholder checklists) and supports onboarding of new team members into release/change ways of working. KPIs: - Change Communication On-Time Rate: Percentage of changes/releases where stakeholder communication is sent within the agreed lead time before implementation. Target: 90%+ - Incident Update Timeliness: Percentage of major incidents where updates are provided at the agreed cadence to stakeholders until resolution. Target: 90%+ - Stakeholder Alignment (Post-Change Confirmation): Percentage of changes where impact is confirmed and communicated after implementation (e.g., within 24–48 hours). Target: 85%+ - Major Incident Follow-Up Closure: Percentage of agreed incident follow-up actions (e.g., problem tickets, corrective actions, communications) closed within the agreed timeframe. Target: 80%+ - Governance Adherence: Percentage of changes/releases executed following the agreed change/release governance steps (approval, communications, validation, documentation). Target: 90%+ The team you’ll join: You will join a dynamic and supportive team focused on delivering innovative solutions. Our team values collaboration and the sharing of knowledge, working together in a hybrid environment to achieve our goals.