IT Service Delivery Manager

Job Title: IT SERVICE DELIVERY MANAGER

Location: Europe

Job Details: Remote

Are you looking to accelerate your career path in a stimulating, fast-growing business? At

Inchcape, we’re pursuing an exciting strategy to evolve our global business and lead our

industry’s transformation.

Join Inchcape Digital, part of Inchcape global network. You’ll explore and develop

cutting-edge technology and data solutions that are driving our innovation and unique

market position. Thrive as part of a highly collaborative and supportive team of diverse

and talented colleagues.

Our IT division is seeking an IT Service Delivery Manager to join our team in Europe. In

this position you will design, develop, and implement innovative digital and automated

systems that enhance business performance, drive efficiency, and ensure secure, scalable,

and integrated technology solutions across the organization.

What you’ll do

• Be the primary local IT contact for business and a key escalation point of contact for all IT-related issues for the market.
• Ensure adherence to SLAs, KPIs, and other performance metrics and ITSM processes. (For external and internal providers).
• Work closely with Business to make sure their needs are addressed properly. Build relationships with local businesses. The main counterparties are:
• Country Manager and Dealership managers
• Managers of key departments (Sales, Aftersales, F&I, Finance, HR, Procurement etc.)
• Key users
• Own the relationship with IT suppliers (Internal and External). Review invoices, control costs, escalate issues, and work to solve open Incidents an complete Service Requests. Make sure they work following Inchcape policies and procedures.
• Actively Participate in Compliance (MCF, GDPR, IT Security) activities and projects covering IT part. To be responsible for MCF & GDPR (IT part) implementation and following at the country level. Be responsible for IT audit review. 
• Work closely with the regional/global infrastructure and security groups (DDC), which are responsible for the IT security/infra framework at the regional level (patching, vulnerability scan and actions, IT security controls, etc.).
• Work closely with the regional Head of Service Delivery, who will help with the IT services framework, implementation of NIST/ITGC/MCF controls, for the markets
• Support the review local IT budget related to Service Delivery for the market if it is needed (Opex and Capex).
• Manage the transfer of Projects into BAU and ensure that a BAU process is established for them in accordance with business needs.
• Keep local IS Service documentation (Policies, Procedures, User Manuals, FAQs) up to date
• Ensure that needed Business Continuity Plans (DRP, Backup, CMDB etc) covering IT Service parts are in place to cover the risks.
• Actively participate in finding synergies, standardise Applications and Infrastructure between countries
• Actively participate in Regional and Global IT teamwork. Engage, if and when necessary, at the Regional/Global level.
• Foster a positive and collaborative team environment.
• Lead local help desk team members support operation (dotted line)

About you

To be successful in this role you will be:

• Minimum of [10-15] years of experience in service delivery or operations management.
• Proven track record of managing service delivery in a complex and dynamic environment.
• Excellent communication skills and the ability to communicate effectively at all management levels.
• Proven track record of managing IT suppliers.
• Experience in managing ERP systems.
• Experience of being responsible for IT security.
• Excellent interpersonal skills.
• Self-driven with the ability to identify and drive their own objectives & initiatives with a minimum of guidance
• Analytical and problem-solving skills
• Fluent in English.
• Experience in the Automotive industry is desirable but not essential.
• Knowledge of ITIL or other service management frameworks is a plus.

Start your journey

If you’re excited about this role but don’t meet every requirement, we still encourage you

to apply. You might be the perfect fit we’re looking for. Join our team and become part of

a leading global automotive company that is transforming tomorrow, together.

Opportunity for everyone

At Inchcape, inclusion accelerates our success. We are committed to creating a

workplace where everyone feels valued, heard, and empowered to thrive. We foster an

inclusive culture that reflects the communities we serve, ensuring opportunities for all. Click

here to learn more about our commitment to Inclusion and Diversity.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner

with some of the biggest brands in the business to sustainably power better mobility today

and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and

collaborative culture, delivering a brilliant experience for our customers and partners.

We’re a dynamic and fast-growing business, driving the transformation of our industry and

redefining tomorrow. Find out more visit www.inchcape.com

Inchcape’s Digital Delivery Centres drive innovation, empowering global mobility through

advanced technology solutions. Our teams deliver impactful digital systems, ensuring long term business success with world-class operations at scale. Learn more about us here.

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request

additional information from applicants to better understand your background,

qualifications and experience for the role.