IT Service Delivery Manager

IT Service Delivery Manager

📍 Location: Vilnius

🏢 Work mode: Hybrid

📄 Contract type: Permanent

💶 Salary range: 6000–7000 € gross

Do you want to lead in a dynamic business that’s transforming global automotive distribution? At Inchcape, we’re pursuing an exciting strategy to evolve our global business and accelerate our industry towards a low-carbon, sustainable future.

Join Inchcape Lithuania, part of Inchcape’s global network. You’ll be instrumental in executing our bold and exciting strategy, delivering great experiences for our customers, colleagues and partners. Powering the performance of a highly collaborative team of diverse and talented colleagues.

Our IT team is seeking a IT Service Delivery Manager to join our team in Vilnius. In this position you will lead end-to-end IT service delivery for the business—acting as the primary IT contact and escalation point, ensuring strong ITSM performance against SLAs/KPIs, managing vendors and budgets, and driving continuous improvement while maintaining compliance and security standards.

WHAT YOU’LL DO

Primary IT Contact & Escalation:

Serve as the main point of contact for IT services within the business.

• Act as the primary escalation point for all IT service-related issues, ensuring timely and effective resolution.

IT Service Management (ITSM) & Performance Tracking:

• Oversee and continuously improve ITSM processes (Incident, Problem, Change, and Service Request Management).
• Ensure adherence to SLAs, KPIs, and other IT service performance metrics.
• Provide regular reporting on service performance, risks, and improvement plans to key stakeholders.

Vendor & Supplier Management:

• Manage relationships with internal and external IT service providers.
• Monitor vendor performance, ensuring contractual obligations and SLAs are met.
• Identify and implement service improvements in collaboration with suppliers.

IT Compliance & Security Oversight:

• Ensure IT services comply with relevant regulatory frameworks (e.g., MCF, GDPR, IT Security).
• Work closely with regional/global IT security teams to implement and maintain security controls.
• Oversee IT audit processes related to service delivery and ensure compliance with NIST/ITGC/MCF controls.

IT Budget & Financial Management:

• Own and manage the IT service delivery budget (Opex and Capex).
• Oversee IT budgeting processes, ensuring cost control and financial efficiency.
• Analyze IT service costs, identify cost-saving opportunities, and drive financial optimization without compromising service quality.
• Collaborate with finance and procurement teams to ensure proper budget allocation and vendor cost management.

Collaboration & Continuous Improvement:

• Work closely with business leaders to align IT services with operational needs.
• Collaborate with regional IT teams to ensure seamless service integration.
• Identify and drive service improvement initiatives, optimizing processes and enhancing user experience.

ABOUT YOU

To be successful in this role, you will have:

• 5–10 years of experience in IT service delivery or operations management.
• A proven track record of managing service delivery in a complex, fast-paced environment.
• Strong communication skills and the ability to engage effectively with stakeholders at all levels.
• Experience managing IT suppliers and vendor performance against SLAs.
• Experience supporting ERP or enterprise business systems.
• Experience overseeing IT security and compliance requirements.
• A self-driven mindset and the ability to deliver initiatives with minimal guidance.
• Strong analytical, problem-solving, and decision-making skills.
• Knowledge of ITIL or other service management frameworks (a plus).
• A calm, approachable, and collaborative working style.
• Strong reliability and a team-player attitude.

WE OFFER YOU

At Inchcape, we’re shaping the future of mobility, and you’re invited to shape it with us. You’ll join a collaborative culture that values wellbeing, growth and inclusion. Through meaningful work, continuous learning and a compelling rewards package, we create an environment where you can succeed and fulfil your aspirations.

Alongside global opportunities, you will benefit from a strong local rewards package. We care about your wellbeing both at work and outside of it, and we will support you through:

✔️ Care for your wellbeing and safety

• Private health, life & accident insurance (24/7) and confidential psychological support.
• Financial assistance during significant life events (weddings, birth of a child, etc.) .

✔️ More time for moments that matter

• Additional paid leave for your birthday, studies, volunteering, marriage, and long-term service .

✔️ Opportunities to grow and create

• Access to training platforms, mentorship, and internal career paths.
• Up to 2 hours per week of dedicated learning time during work hours.

✔️ An engaging community and other benefits

• A pet-friendly office, team events, holiday gifts, and exclusive discounts on vehicles and services .
• A dynamic international environment with annual salary reviews to ensure competitiveness.

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 for this role or another opportunity within Inchcape.

Join our team and become part of a leading global automotive company that is transforming tomorrow, together.

OPPORTUNITY FOR EVERYONE

Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in.

ABOUT US

Inchcape is the leading global automotive distributor operating in 40+ 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. Discover more at www.inchcape.com

In Lithuania, we proudly represent BMW, BMW Motorrad, MINI, BYD, Ford, Jaguar, Land Rover, Mazda and BravoAuto brands, offering customers new and used vehicles, aftersales services, insurance and financing solutions.

Together with nearly 400 colleagues, we are creating an ambitious, inclusive and dynamic organisation. Inchcape is for everyone — your ideas, your uniqueness and your growth matter here.

ADDITIONAL INFORMATION

Information on how we process candidate data and your rights:

🔗 Inchcape Motors Privacy Notice: im_kandidatu-privatumo-pranesimas_20240410.pdf

🔗 Inchcape Auto Privacy Notice: Kandidatų privatumo pranešimas - BMW Inchcape

We will contact only selected candidates.

To ensure that our team members meet the highest standards of integrity and reliability, we may request additional information during the hiring process.