Service Delivery Manager

Eaton
Barcelona
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Skills: ["Customer focus","Proactive communication","Incident management","Reporting","Continuous improvement"]

Own service delivery for VIP clients, acting as the primary point of contact and ensuring SLA compliance. Coordinate end-to-end customer requests, track performance, analyze trends and deviations, and manage escalations for high-impact incidents. Lead regular service meetings, produce compliance reports, and drive continuous improvement. Maintain proactive communication with clients by email and phone and help identify opportunities to enhance service quality and promote additional services.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Eaton
Eaton
16 hours ago

Service Delivery Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 48 minutes agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own service delivery for VIP clients, acting as the primary point of contact and ensuring SLA compliance. Coordinate end-to-end customer requests, track performance, analyze trends and deviations, and manage escalations for high-impact incidents. Lead regular service meetings, produce compliance reports, and drive continuous improvement. Maintain proactive communication with clients by email and phone and help identify opportunities to enhance service quality and promote additional services.
Location: Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Coordinate and oversee VIP customer requests from start to finish.
  • •Manage and monitor SLA fulfillment for incoming requests; analyze trends and deviations.
  • •Maintain fluent communication with VIP clients via email and phone within working hours.
  • •Prepare periodic compliance reports, analyze results, and propose action plans to drive continuous improvement.
  • •Handle escalations and ensure communication during especially relevant incidents, including running regular meetings with service stakeholders.

Pay and Benefits

Perks:Health InsuranceRetirement SavingsWellness StipendFlexible WorkLearning Budget

Key Requirements

  • •Manage and track SLA commitments for customer requests, including analyzing trends and deviations.
  • •Coordinate and oversee VIP customer requests end-to-end with proactive service management and communication.
  • •Advanced proficiency with PowerPoint, Excel, PowerApps, PowerAutomate, and PowerBi.
  • •Basic knowledge of UPS (single-phase and three-phase) with 3–4 years of experience.
  • •Knowledge of electrical protection systems (magnetothermal and differential) and incident management; English is mandatory.
Skills:Customer focusProactive communicationIncident managementReportingContinuous improvement
Languages:English
Tech Stack:PowerPointExcelPowerAppsPowerAutomatePowerBiUPSMagnetothermalDifferential

Company Brief

Eaton
Designs, manufactures, and distributes electrical components, power management systems, and industrial equipment for energy, aerospace, vehicle, and industrial markets worldwide, focusing on efficiency, safety, and sustainability.
Industry: Industrial Machinery
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dublin, Ireland
Founded: 1911
WebsiteLinkedIn