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Service Delivery Manager, Managed Services
hace 2 meses
About the Role
We are seeking a highly skilled Service Delivery Manager to join our Managed Services team at Importante empresa. As a key member of our team, you will be responsible for ensuring the delivery of exceptional customer experiences and driving continuous improvement in service delivery.
Key Responsibilities
- Develop and implement service delivery strategies that align with our company's goals and objectives.
- Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction.
- Manage service tickets and ensure timely resolution of customer issues.
- Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service delivery performance.
- Conduct regular reviews and analysis of service delivery metrics to identify areas for improvement.
- Develop and implement process improvements to enhance service delivery efficiency and effectiveness.
- Provide training and support to team members to ensure they have the necessary skills and knowledge to deliver exceptional customer experiences.
- Stay up-to-date with industry trends and best practices in service delivery to ensure our team is always at the forefront of innovation.
Requirements
- Bachelor's degree in Computer Science, Engineering, Business, or a related field.
- At least 3 years of experience in service delivery management, preferably in a managed services organization or software development team.
- Proven track record of leading and managing cross-functional teams to deliver exceptional customer experiences.
- Experience with ITIL processes and service management frameworks.
- Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
- Ability to analyze complex data and develop actionable insights to drive business decisions.
Preferred Qualifications
- ITIL certification v3 or v4.
- PMP certified project manager.
- Experience working with MS ticketing tools such as Service Now, Confluence, and Jira.
- Knowledge of PaaS and SaaS platforms.
What We Offer
As a Service Delivery Manager at Importante empresa, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
