Job Description

Service Delivery LeadCountry: Spain

Santander Auto Softwareis looking for aService DeliveryLeadto work in our Operations team. This role is suited for someone who likes fast-paced challenges, the ability to own and take accountability fordeliveryandis not afraid toget hands on experience in theday-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 foranexperienced Service DeliveryLeadto join ourhigh performing Operationsteam, with a solid background inService Delivery/Management.

The Service DeliveryLeadoperateswithin the Operations team, partnering across SAS, the business, and key stakeholders to ensurethe consistent, high-quality delivery of services. This roleis responsible forcoordinating 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, internalteamsand the business, helping stakeholders understand SAS as a global platform and its waysof 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 requiressomeone whois able tofind strategic short- and long-term solutions in an agile environment where change happens dailyYou will help the Operations team achieve roadmapobjectivesandprovidestrategic insights on industry bestpracticesandyou will drive theimplementations to resolutionYou 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

• Assistthe operations team during critical incidents

• Drive continuous improvements

• Serve as a go-between toassistin 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 inComputer 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 communicationand interpersonal skills, with the ability to liaise between technical and business stakeholders

• Proficiencywith service management tools (Preferably Jira)

• Analytical mindset with the ability to interpret performance metrics, conduct trend analysis, andproduce reports

• Ability to manage multiple priorities in a fast-paced environment, including planned andunplanned 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 personwho'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 certificationor 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 eitherthe 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/