Service Delivery Lead

Service Delivery Lead

Country: Spain

Santander Auto Software is looking for a Service Delivery Lead to work in our Operations team.  This role is suited for someone who likes fast-paced challenges, the ability to own and take accountability for delivery and is not afraid to get hands on experience in the day-to-day work. 

Santander Auto Software is a fully remote business that was established in late 2021 within the Leasing Domain of Santander. We started as a small team of software engineers working like a startup. Since then, we have scaled to 150+ team members whilst building from scratch, a state-of-the-art global software platform and product suite that is being rolled out across Europe.

The business is 100% enabled by modern software technology and the organisation is comprised of skilled software builders distributed across Europe.    

The leadership team and staff are made up of experienced individuals with accomplished backgrounds working with tech & product companies at early stages. We have been building out our fast-paced culture with ownership, autonomy and collaboration at its heart. We have a bias for action, a curious mindset and all of this means we deliver high quality software with a large impact that every staff member gets to be a part of. 

 Join us if you are looking for an opportunity to work with a Tech company mindset and support software development in Product Lines. Building impactful technology solutions that serve thousands of international customers. This role is likely to be a good fit if you are curious, passionate and enjoy a respectful and empowering culture where software teams' partner with experienced product managers, technical program managers and software leadership.   

WHAT YOU WILL BE DOING 

We are looking for an experienced Service Delivery Lead to join our high performing Operations team, with a solid background in Service Delivery/Management. 

The Service Delivery Lead operates within the Operations team, partnering across SAS, the business, and key stakeholders to ensure the consistent, high-quality delivery of services. This role is responsible for coordinating internal teams, managing service level agreements (SLAs), and acting as the primary point of contact for service-related inquiries and issues. The role serves as a critical go-between for SAS, internal teams and the business, helping stakeholders understand SAS as a global platform and its ways of working. You will also grow to understand the details of how Operations work and form plans from that knowledge to help us mature as an organization. 

This role requires someone who is able to find strategic short- and long-term solutions in an agile environment where change happens daily.  You will help the Operations team achieve roadmap objectives and provide strategic insights on industry best practices and you will drive the implementations to resolution.  You will contribute as a hands-on worker, taking accountability and responsibility for tasks assigned. 

We need someone like you to help us in different fronts: 

Service Management 

Monitor and Manage KPI/SLA 

Monitor trends and promote solutions 

Work with Third party provider management and provide oversight 

Incident & Escalation Management 

Assist the operations team during critical incidents 

Drive continuous improvements 

Serve as a go-between to assist in resolving issues 

Reporting & Communication 

Prepare and present regular service delivery reports to management and stakeholders 

Provide executive summaries on key activities and updates on ongoing issues 

Conduct review meeting with internal teams 

Coordination & Relationship Management 

Collaborate with cross-functional teams 

Conduct feedback meetings with support groups and stakeholders 

EXPERIENCE 

Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience) 

Experience in service delivery, IT operations, or client services 

Familiarity with ITIL frameworks or service management best practices 

Strong communication and interpersonal skills, with the ability to liaise between technical and business stakeholders 

Proficiency with service management tools (Preferably Jira) 

Analytical mindset with the ability to interpret performance metrics, conduct trend analysis, and produce reports 

Ability to manage multiple priorities in a fast-paced environment, including planned and unplanned work 

Experience with incident management and escalation processes 

EDUCATION 

Bachelor’s degree in computer science, Information Systems, or another related field. Or equivalent work experience. 

SKILLS & KNOWLEDGE 

Communicating concisely and effectively both verbally and in writing to difference audiences 

Fluent in English  

Able to deal with ambiguity and change.  

A self-motivated, self-accountable person who's able to work independently where necessary, without waiting for others. A strong sense of ownership is key to the way we work.  

Preferred Qualifications 

ITIL certification or experience in ITSM methodologies 

Experience with project management methodologies 

Background in a technology or managed services environment 

Experience with global platform operations and country onboarding processes 

Familiarity with automation tools and continuous improvement practices 

Key Competencies 

Customer focus 

Problem solving and critical thinking 

Attention to detail 

Stakeholder management and relationship building 

Adaptability and resilience 

Cross-functional collaboration 

Proactive communication 

LOCATIONS 

The vacancies will be fully remote based out of either the Spain, Portugal or the Netherlands. 

If you want to know more about us, follow us on https://www.linkedin.com/company/santander-consumer-finance-global-services/mycompany/