IT Service Delivery Manager

Apply now »

Date: 11 Apr 2025

Location: Vilnius, Lithuania

Company: inchcape

Inchcape's story begins with a clear and compelling purpose - to provide exceptional mobility services to the world. And behind it all is a big and ambitious team that we invite you to be part of. 

 

We are seeking a Service Delivery Manager (SDM) to ensure the effective delivery of IT services, act as the primary liaison between business units and IT, and drive continuous improvement. This role focuses on service performance, vendor management, ITSM best practices, compliance, and financial oversight, ensuring IT services align with business needs. 

 

KEY RESPONSIBILITIES 

 

  • 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. 

 

WE EXPECT YOU TO 

 

  • Have 5–10 years of experience in service delivery or operations management. 

  • Demonstrate a proven track record of managing service delivery in a complex and dynamic environment. 

  • Possess excellent communication skills and the ability to communicate effectively at all management levels. 

  • Show a proven track record of managing IT suppliers. 

  • Have experience in managing ERP systems. 

  • Take responsibility for IT security. 

  • Be self-driven, with the ability to identify and drive your own objectives and initiatives with minimal guidance. 

  • Have strong analytical and problem-solving skills. 

  • Possess knowledge of ITIL or other service management frameworks (a plus). 

  • Be naturally calm and approachable. 

  • Be a reliable team player. 

 

WHY INCHCAPE? 

Inchcape is the leading independent multi-brand global automotive distributor, with strong fundamentals and significant growth opportunities ahead. Inchcape operates in over 40 markets and geographies. 

 

We are proud of our long-term proven successful experience in the automotive business and customer service in Lithuania, representing BMW, MINI, BMW MOTORRAD, FORD, JAGUAR, LAND ROVER, MAZDA brands, developing new and used car businesses and providing our customers with full integration of after-sales service. 

With a professional and ambitious team of nearly 400 employees in Lithuania, we are building a responsible & sustainable business with a commitment to deliver only the best experience for our customers. 

 

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. 

Are you still wondering why you should join the team of Inchcape Lithuania? Here are a few reasons to help you to decide: 

1. We'll be focused on your wellbeing both at work and outside of work, so we'll take care of your: 

  • Health. We'll give you private health insurance and attention to your emotional wellbeing. 

  • Family. We'll support you on the special moments of your life. 

  • Time for yourself. We'll give you extra paid days off (marriage, birthday, education, etc.). 

2. We will guarantee a friendly, dynamic and motivating working environment and an interesting job in the international Inchcape Group 

3. We will provide learning, development and career opportunities across our international group 

4. Your remuneration will be reviewed annually and will be competitive in the labour market 

 

REMUNERATION 

5000-5500 €/month gross 

Other additional benefits in compliance with the approved policy on additional benefits (health insurance, etc.) 

 

WHO WE ARE 

Inchcape Lithuania is part of a global automotive distributor operating in more than 40 markets. In Lithuania, we have been the official dealer of FORD, JAGUAR, LAND ROVER, MAZDA AND MITSUBISHI, BMW, BMW MOTORRAD, MINI and ROLLS ROYCE brands for years, which allows us to offer the most reliable solutions to meet the most diverse needs of our customers and brilliant experience. 

https://youtu.be/VjztGLaJLqQ?si=kZVH-4sDp1RoOwMk  

 

YOU CAN APPLY HERE 

Information about the processing of candidates' personal data and their rights is provided in the privacy policies of Inchcape Motors and Krasta Auto https://inchcape.lt/media/xn1bddba/im_kandidatu-privatumo-pranesimas_20240410.pdf ‚ https://www.krasta-auto.lt/kandidatu-privatumo-pranesimas/  

 

Only selected candidates will be contacted. To ensure the integrity of our team at Inchcape Lietuva, we may request additional information from applicants to guarantee reliability and a strong reputation.