Service Delivery Manager (English and PortugueseSpeaker) - Full-time Technology is our how. And people are our why.For over two decades, we have been harnessing technology to drivemeaningful change.
By combining world-class engineering, industryexpertise and a people-centric mindset, we consult and partner withleading brands from various industries to create dynamic platformsand intelligent digital experiences that drive innovation andtransform businesses.
From prototype to real-world impact - be partof a global shift by doing work that matters. Service Deliveryensures the delivery of our services to our clients and from ourclients to their customers.
They define and shape the bestprocesses and tools for the client to maintain and increase aproduct's value and manage the relationship between the client andour operational services teams.
They are responsible fororganization and governance, service design, operationalexcellence, customer experience and continuous service improvement.
Responsibilities : - Developing client relationships - ContractualManagement : actively participates in Client / internal contractnegotiations - Production of Service Design requirements -Contributes to efficiently estimating costs, timescales andresource requirements for the successful delivery of servicecommitments - Service Catalogue Management : ensures that theService Catalogue is established, agreed with the Client, andupdated with contracted services - Service Governance : evaluatesthe status of services provided (includes SLA management plus othercontractual or non-contractual metrics used in the delivery ofClient Services) - Process Management : establishment andmaintenance of the processes required in the provision of ClientServices - Monitors,
measures and reports on regular activitieswhich are subject to contractual agreement or service managementprocesses (SLA's, OLA's or any other contractual targets) -Commercial Management : assists with the planning and management ofthe overall financial budget to minimize risk and maximizeprofitability - CSAT : monitors and influences improved customerexperience - Problem Management : contributes to problems beingaddressed in a timely manner, and with minimum impact - ServiceTransition Management : ensures that new services or changes inservices are transitioned into support according to establishedprocesses - Business Continuity Management : works closely withClient around business continuity;
participates to the planning andimplementation of methods for risk management,
impact analysis -Participates to the definition of countermeasures and contingencyarrangements that relate to the serious disruption of IT services.
- Acts as bridge between the client and internal operationmanagers. Minimum Requirements : - 5+ years of experience -Experience working in delivery of similar ITIL aligned services toSLAs.
- Working knowledge of relevant technologies such asvirtualization, networking, shared and dedicated hosting. -Well-developed communication skills and experience dealing withstaff ranging from Service Desk analysts and highly technicalarchitects to senior IT Managers and CIOs.
- Highly efficient andwell organized with demonstrable experience producing a range ofwritten service delivery material such as service reports andservice improvement plans.
- Managing multiple work streams,internal resources and dynamic client priorities. - Excellentwritten and spoken English.
- Nice to have Portuguese skills - Ableto write clear and articulate reports. - Diplomatic and able toremain calm under pressure.
- Discover some of the global benefitsthat empower our people to become the best version of themselves : -Finance : Competitive salary package, share plan, companyperformance bonuses, value-based recognition awards, referralbonus;
- Career Development : Career coaching, global careeropportunities, non-linear career paths, internal developmentprogrammes for management and technical leadership;
- LearningOpportunities : Complex projects, rotations, internal techcommunities, training, certifications, coaching, online learningplatforms subscriptions, pass-it-on sessions, workshops,conferences;
- Work-Life Balance : Hybrid work and flexible workinghours, employee assistance programme; - Health :
Global internalwellbeing programme, access to wellbeing apps;
- Community : Globalinternal tech communities, hobby clubs and interest groups,inclusion and diversity programmes, events and celebrations.#J-18808-Ljbffr