Gerente De Entrega De Serviços (Service Delivery Manager Sdm)

Jobgether SRL; Brasil; Híbrido; BRL 180 000 - 320 000; Tempo integral

Resumo da oferta

Jobgether procura Gerente de Entrega de Serviços para garantir excelência na prestação de serviços gerenciados para clientes estratégicos. Você será interface entre equipes técnicas e executivos, mantendo relacionamentos de alto nível e assegurando qualidade de serviço.

A posição envolve governança, elaboração de dashboards executivos e melhoria contínua, com model de trabalho híbrido baseado em São Paulo e visitas a clientes conforme necessário.

Qualificações

• Conhecimento prático de ITIL e gestão de serviços.
• Experiência com SLAs, KPIs e contratos complexos.
• Capacidade de reportar para níveis executivos.

Responsabilidades

• Atuar como ponto de contato principal com clientes estratégicos, mantendo alinhamento de expectativas.
• Supervisionar governança de contratos, SLAs, KPIs e requisitos contratuais.
• Coordenar equipes multifuncionais para entrega integrada de serviços.
• Conduzir reuniões executivas, apresentar dashboards e planos de melhoria.
• Gerenciar incidentes críticos, escalonamentos e comunicação com a alta gestão.
• Conduzir RCA e ações corretivas/preventivas.
• Monitorar saúde do serviço, identificar riscos e oportunidades de melhoria.
• Buscar oportunidades de otimização, automação e expansão de serviços.
• Apoiar equipes comerciais em evolução de contratos, retenção e crescimento.

Conhecimentos

ITIL

SLA management

KPIs

Executive dashboards

Stakeholder management

Cross-functional teams

Leadership

Analytical reporting

Descrição da oferta de emprego

Gerente de Entrega de Serviços (Service Delivery Manager SDM)

Empresa : Jobgether

Tipo de Emprego : Periodo Integral

Brazil

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Descrição do Emprego

This role is focused on ensuring excellence in the delivery of managed services for strategic clients, acting as a key interface between technical teams and executive stakeholders. You will be responsible for maintaining strong client relationships, ensuring service quality, and driving continuous improvement across operations. The position plays a critical role in overseeing SLAs, KPIs, and contractual obligations, ensuring that service expectations are consistently met or exceeded. You will lead governance routines, executive meetings, and incident management processes, especially in high-impact or critical scenarios. The role requires close collaboration with multiple internal teams such as support, project management, and customer success to ensure seamless service delivery. It is a strategic and highly visible position, ideal for professionals who enjoy client-facing environments and operational leadership.

Accountabilities:

• Act as the primary point of contact for strategic clients, managing executive-level relationships and ensuring alignment on service delivery expectations.
• Oversee contract governance, ensuring compliance with SLAs, KPIs, and all contractual requirements.
• Coordinate cross-functional teams (Support, TAM, CSAM, PMO and others) to ensure integrated and efficient service delivery.
• Lead executive and operational meetings, presenting dashboards, performance indicators, risks, and improvement plans.
• Manage critical incidents, escalations, and crisis situations, ensuring timely resolution and clear executive communication.
• Drive root cause analysis (RCA) processes and ensure execution of corrective and preventive actions.
• Monitor service health and proactively identify risks, deviations, and opportunities for continuous improvement.
• Identify opportunities for optimization, automation, and expansion of managed services.
• Support commercial and customer success teams in contract evolution, retention, and growth strategies.
• Ensure execution tracking of action plans derived from audits, incidents, and operational reviews.
• Contribute to the standardization and maturity evolution of service governance practices.

Requirements:

• Solid experience in Service Delivery Management, IT Service Management, or similar client-facing operational roles.
• Strong knowledge of ITIL practices; ITIL Foundation certification is considered a strong plus.
• Experience managing SLAs, KPIs, and complex service contracts in enterprise environments.
• Proven ability to handle critical incidents, escalations, and high-pressure operational scenarios.
• Experience working with cross-functional teams and coordinating multiple stakeholders simultaneously.
• Strong analytical and reporting skills, including creation of executive dashboards and performance reports.
• Excellent communication and stakeholder management skills, with executive-level client interaction experience.
• Strategic mindset with focus on continuous improvement, efficiency, and service optimization.
• Ability to work in hybrid model with availability for client visits when required.
• Strong organizational skills, leadership capability, and proactive problem-solving attitude.

Benefits:

• Competitive compensation aligned with market standards (cooperative contract model)
• Hybrid work model based in São Paulo with client visit flexibility
• Exposure to strategic enterprise clients and complex service environments
• Opportunities to lead high-impact initiatives and service transformation programs
• Collaborative and cross-functional work environment
• Continuous improvement and professional development opportunities
• Participation in critical operational and executive-level decision-making processes.