Service Delivery Manager (English and Portuguese Speaker)Company Description: Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact. Be part of a global shift by doing work that matters.
Job Description: Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services teams. They are responsible for organization and governance, service design, operational excellence, customer experience and continuous service improvement.
Responsibilities: Developing client relationshipsContractual Management: actively participates in Client/internal contract negotiationsProduction of Service Design requirementsContributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitmentsService Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted servicesService Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services)Process Management: establishment and maintenance of the processes required in the provision of Client ServicesMonitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA's, OLA's or any other contractual targets)Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitabilityCSAT: monitors and influences improved customer experienceProblem Management: contributes to problems being addressed in a timely manner, and with minimum impactService Transition Management: ensures that new services or changes in services are transitioned into support according to established processesBusiness Continuity Management: works closely with Client around business continuity; participates in the planning and implementation of methods for risk management, impact analysisParticipates in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT servicesActs as a bridge between the client and internal operation managers.Qualifications: 5+ years of experienceExperience working in delivery of similar ITIL aligned services to SLAsWorking knowledge of relevant technologies such as virtualization, networking, shared and dedicated hostingWell-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOsHighly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plansManaging multiple work streams, internal resources and dynamic client prioritiesExcellent written and spoken EnglishNice to have Portuguese skillsAble to write clear and articulate reportsDiplomatic and able to remain calm under pressureAdditional Information: Discover some of the global benefits that empower our people to become the best version of themselves:
Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonusCareer Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadershipLearning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferencesWork-Life Balance: Hybrid work and flexible working hours, employee assistance programmeHealth: Global internal wellbeing programme, access to wellbeing appsCommunity: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations
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