Service Delivery Manager - Sdm

Fcamara; Lauro de Freitas; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

Uma empresa de serviços tecnológicos está buscando um Gerente de Serviços com mais de 10 anos de experiência na indústria de tecnologia. O candidato ideal deve ter habilidades comprovadas em gerenciamento de serviços, gerenciamento de recursos e comunicação efetiva com stakeholders. Você será responsável por garantir a entrega de serviços ao cliente, gerenciar riscos e fomentar melhorias contínuas. O trabalho pode exigir horas flexíveis, incluindo noites e fins de semana.

Qualificações

• Mais de 10 anos de experiência na indústria de tecnologia.
• Mais de 5 anos de experiência como Manager de Serviços em uma organização de serviços gerenciados alinhada ao ITIL.
• História demonstrável de gerenciamento de níveis de serviço e relações com clientes em uma organização de serviços distribuídos.

Responsabilidades

• Assegurar que a entrega de serviços siga os processos internos e do cliente estabelecidos.
• Desenvolver e entregar comunicações apropriadas ao público para diferentes níveis de stakeholders do cliente.
• Gerenciar riscos e problemas relacionados à entrega de serviços ao cliente.

Conhecimentos

Gerenciamento de riscos

Comunicação efetiva

Gerenciamento de recursos

Gerenciamento de serviços

Gestão de expectativas do cliente

Formação académica

ITIL Foundations Certification

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.