Service Delivery Manager - Sdm

Fcamara; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

Uma empresa de tecnologia está buscando um Gerente de Entrega de Serviço (SDM) para liderar a entrega de serviços aos clientes. O candidato ideal terá mais de 10 anos de experiência tecnológica e pelo menos 5 anos em uma organização de serviços gerenciados. Este papel exige habilidades de comunicação eficazes e a capacidade de gerenciar relacionamentos com clientes e riscos associados à entrega de serviços. O profissional gerenciará recursos e otimizará o atendimento às necessidades dos clientes, promovendo melhorias contínuas.

Qualificações

• Mais de 10 anos de experiência na indústria de tecnologia.
• 5+ anos de experiência como SDM em organização de serviços gerenciados.
• Habilidades de liderança e gestão de recursos com comprovada trajetória.

Responsabilidades

• Garantir que a entrega de serviços atenda aos processos estabelecidos.
• Desenvolver comunicações adequadas para diferentes níveis de stakeholders.
• Gerenciar riscos e problemas relacionados à entrega de serviços.

Conhecimentos

Gestão de riscos e problemas

Comunicação eficaz

Gestão de relação com clientes

Gestão de serviços de TI

Gestão de demanda

Ferramentas

ServiceNow

Descrição da oferta de emprego

Responsabilidades e atribuições

Ensure Service Delivery adheres to established internal and Client processes.

Develop and deliver audience-appropriate communications to varying levels of Client stakeholders.

Manage risks and issues related to Client service delivery.

Track action items through to closure and document decisions arising from those actions.

Maintain comprehensive release schedules and regularly communicate these to Clients.

Manage required client project Margin Targets by effective resource utilization.

Effective Demand Management through prioritization of tickets and escalations.

Establish and lead recurring governance meetings with Client including preparation of materials.

Review key service reports and metrics with Clients to properly align expectations.

Be a pro-active contributor to a support organization which is running 24x7x365. This will require the ability to work flexible hours, including evenings, weekends, and holidays, and monitoring email regularly outside standard business hours.

Drive Continuous Service Improvements by providing feedback about improvement opportunities to internal service / product teams.

Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets.

Align with the client’s business strategy and needs to ensure that Rimini Street is providing the most relevant and valuable service and communicate those needs throughout the Service Delivery Teams.

Partner closely with Regional Managers of the Support Engineers / Consultants to ensure that the right set of skills are available to service client needs.

Monitor response, update, and resolution SLAs to ensure delivery and high client satisfaction.

Understand client environments and ensure changes / updates to the same are reflected in operational documentation.

Provide expertise, guidance, and participation during the Service Transition of Clients.

Develop and contribute to the reporting and measurement of Performance Management targets.

Communicate effectively across organizations within Rimini Street (e.g., sales, marketing, account management, support, etc.)

Assist in the organized knowledge transfer from key Client stakeholders and incumbent service providers to Rimini Street AMS team.

Act as a contact for Client emergency situations and escalation management.

Requisitos e qualificações

Experience

• 10+ years of broad technology industry experience
• 5+ years direct SDM experience within an ITIL-aligned managed services organization required.
• Proven leadership, resource management, and financial management skills within a managed services organization required.
• Demonstrable history of managing service levels and customer relationships within a distributed service delivery managed services organization.
• Working knowledge of at least one enterprise-class ERP Application (i.e. SAP, Oracle EBS, or others) preferred.
• Hands-on experience with a major ITSM platform such as ServiceNow required.
• ITIL Foundations certification; advanced ITIL certification preferred.
• Communication to a business level in a non-English language, while not a requirement, would be beneficial.