NN Digital Hub is a subsidiary company of Nationale Nederlanden Group located in Madrid, Spain. We deliver IT services and solutions for the different international Business Units from Nationale Nederlanden Group.
Service Delivery Manager
The Service Delivery Manager is a service-focused role responsible for ensuring stable delivery of IT services and for owning clear, timely communication to internal and external stakeholders especially during incidents and change/release activities, so that everyone remains aligned on status, decisions, next steps, and expected impacts.
The Service Delivery Manager coordinates IT services, acting as a link between IT and business. The role gathers input and insights from product teams, operations, architecture/platform, vendors, and business stakeholders, and ensures a shared understanding of priorities, risks, dependencies, and the business/technical impact of incidents and planned changes.
Your Impact as Service Delivery Manager: What are you going to do
The Service Delivery Manager owns the release management process. Under change management governance and in conjunction with the Architecture & Platform team, release management oversees the overall process by which the production environment is updated, upgraded, and maintained. This includes all types of change across infrastructure (hardware and software), applications, and operations.
The Service Delivery Manager is the major liaison between IT Product/DevOps teams and production, coordinating readiness and approvals for production changes and ensuring conformance to policies and operational processes/procedures, release integration testing, production validation, and critically stakeholder communication so that everyone understands the scope, timing, risks, rollback approach, and expected impact of each release.
Key responsibilities include:
Ensure IT services are delivered in a stable manner to internal and external customers by coordinating monitoring, reporting, and operational follow-up with the relevant technical teams and suppliers.
Own stakeholder communication during incidents and change/release activities, ensuring timely updates and that all parties remain aligned on status, decisions, next steps, and expected impacts.
Collect insights from engineering, operations, security, architecture, vendors, and business stakeholders to communicate clear impact assessments (service/customer impact, risk, dependencies, downtime, rollback) before and after changes.
Manage first level of support to users: 1st line (ServiceDesk) and 2nd line (End User Computing).
Assist PO’s in their Customer Service meetings.
Support and help maintain the release management process and ways of working (including basic KPIs), ensuring teams follow agreed governance and that improvements are captured and followed up.
Coordinate the release plan and stakeholder communications, covering key readiness items such as testing milestones, user acceptance coordination, documentation, operational support inputs (e.g., runbooks/support procedures), and rollback planning.
Track release items through their lifecycle and ensure the right owners are engaged (development, operations, security, suppliers) so that dependencies, risks, and actions are visible and addressed on time.
Works closely with Architecture & Platform managers and Product managers to plan releases and manage the release schedule, taking into consideration associated business and technical risks. Assists in coordinating cross-Product release processes between development and production.
Coordinate releases into production through agreed change/release governance, ensuring implementation steps, validation, and rollback readiness are confirmed with the responsible technical teams.
Creates and provides release status reports containing current and historical data connected with and related to production release items.
Acts as a liaison between other process managers (for example, problem, incident and change) to ensure process alignment and consistent communication across teams. Creates and maintains communication routines and templates (e.g., change notices, release updates, stakeholder checklists) and supports onboarding of new team members into release/change ways of working.
Change Communication On-Time Rate: Percentage of changes/releases where stakeholder communication is sent within the agreed lead time before implementation. Target: 90%+
Incident Update Timeliness: Percentage of major incidents where updates are provided at the agreed cadence to stakeholders until resolution. Target: 90%+
Stakeholder Alignment (Post-Change Confirmation): Percentage of changes where impact is confirmed and communicated after implementation (e.g., within 24–48 hours). Target: 85%+
Major Incident Follow-Up Closure: Percentage of agreed incident follow-up actions (e.g., problem tickets, corrective actions, communications) closed within the agreed timeframe. Target: 80%+
Governance Adherence: Percentage of changes/releases executed following the agreed change/release governance steps (approval, communications, validation, documentation). Target: 90%+
The team you’ll join:
You will join a dynamic and supportive team focused on delivering innovative solutions. Our team values collaboration and the sharing of knowledge, working together in a hybrid environment to achieve our goals.
What do we offer?
As part of our Employee Experience, we offer you a range of competitive benefits that are available to you in order to improve the physical, mental, and professional wellbeing of our workers. Among the benefits are:
We work with a hybrid model
Starting financial aid so you can equip your workspace at home
Allowance and telework subventions
Flexible working hours and 2 months of intensive working hours in summer so you can fully take advantage of your time
We hire a life insurance and a pension plan for all our employees
We establish objectives bonus as a performance reward
You can get to the office as you please. We have a free parking lot for cars, motorbikes, electric cars with chargers, and bikes.
Get to know our flexible retribution facilities such as transport card, nursery checks, health insurance with Sanitas, trainings…
We care about people. That is why we are involved in society by facilitating volunteer actions and time to all our employees.
We care about your wellbeing. We have a Wellness Program available.
We are digital and we love technology. Also, every team works under agile methodology.
Who You Are:
3+ years in service delivery, IT operations coordination, project coordination, or similar roles focused on stakeholder communication and cross-team execution.
Degree in business, engineering, information systems, or a related field (or equivalent relevant experience)
Good understanding of service management concepts (e.g., ITIL) and how to apply them in practice
General understanding of modern IT platforms (cloud, networking, automation) and the ability to coordinate subject-matter experts (no deep hands-on engineering required)
Experience working in an Agile/Scrum environment and coordinating delivery activities across teams (service/change/release)
Basic understanding of IT services and how changes/incidents can affect users and business outcomes (enough to communicate clearly and assess impact)
Experience writing clear, concise communications and documentation (e.g., incident updates, change announcements, release notes, support/runbook inputs)
Experience supporting or coordinating critical services and high-priority incidents (on-call/major incident processes, communications, follow-ups)
Risk management mindset: ability to identify, communicate, and escalate operational risks (performance/security awareness is a plus)
Communication Skills
Ability to see the big picture maintaining attention to detail
Problem solving and Analytical skills
If you are a passionate and experienced Service Delivery Manager looking for an exciting opportunity to work in a dynamic and challenging environment, we encourage you to apply for this position. We are waiting for you!
Please send your CVs in English language.
In Nationale-Nederlanden we are committed with diversity. We are proud to be an inclusive organization and we offer equal opportunities, regardless of race, cultural background, gender, gender identity, religion, national origin, age, disability, marital status, and sexual orientation. One of our core values is taking care of our employees so they can give their best within a respectful environment.
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