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/