Service Delivery Manager (SDM IMS Operations)

Louis Dreyfus Company B.V.; São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Service Delivery Manager to enhance IT operations within their Global Data Centers. This pivotal role focuses on ensuring effective service delivery, maintaining business continuity, and implementing continuous improvement initiatives. The ideal candidate will possess strong technical knowledge and experience in managing diverse IT landscapes, ensuring compliance with ITSM processes, and coordinating with multiple stakeholders. Join a dynamic team that values innovation and efficiency, and play a crucial role in driving operational excellence in a fast-paced environment.

Qualificações

• Experience in managing IT services and ensuring compliance with ITSM processes.
• Proven ability to lead incident management and coordinate with vendors.

Responsabilidades

• Oversee daily operations of Data Center services and ensure compliance.
• Coordinate incident management and service improvement activities.

Conhecimentos

Service Governance

Incident Management

Data Center Operations

Continuous Improvement

Technical Documentation

Remote Management

Problem Management

Descrição da oferta de emprego

Service Delivery Manager (SDM IMS Operations)

Job Reference JR0082993

Professional Areas: Information Technology

Job Description

Join the IT Global Operations team at LDC Company to ensure the effective and efficient delivery of IT services supporting our critical Data Center and regional branches. This role is pivotal in maintaining business continuity, standardization, reliable security routines, and ensuring compliance with ITSM processes, including incident, change, problem, request, and event management.

The Solution Delivery Manager will play a crucial role in ensuring that all IT services related to support activities are delivered effectively and efficiently. This includes maintaining business continuity for our critical Data Center and regional branches. The role requires a focus on continuous service improvement initiatives to enhance efficiency and performance within our environment. Flexibility and adaptability to evolving IT solutions are essential.

Must guarantee service operations and continuous improvement of the scope of IMS Operations, related to our main Service Scope.

Responsibilities

1. Day-to-day operations

• Manage the services related to the Global Data Centers contract and ensure compliance with contractual needs.
• Monitor and validate that technical documentation from the environment is available and up-to-date.
• Control and approve internal access to Data Center facilities.
• Ensure all main components in the environment are monitored and implement proper monitoring if necessary.
• Validate technical and operational documentation with vendors (Hardware, Technical, Collocation).
• Maintain an updated escalation list for each service to keep the environment running.
• Ensure inventories and CMDB are accurate.
• Coordinate with support groups, third-party suppliers, and other relevant LDC departments involved in IMACDD activities (Install, Move, Add, Change, Decommission, and Disposals).
• Coordinate service personnel performing IMACDDs, including coordination between LDC, suppliers, and on-site support service personnel.
• Collaborate with LDC’s housing provider and relevant third-party providers to receive new supported equipment.
• Coordinate activities related to incident, request, change, and problem management.
• Ensure effective patch management activities.
• Install tools to enhance the performance of supported software efficiently and in accordance with specifications.
• Identify and implement improvement processes for operations support.
• Facilitate and implement automation where possible.
• Take corrective and proactive actions as required.
• Ensure alignment and adoption of processes, best practices, and golden rules based on guidelines.
• Drive opportunities for standardization, simplification, and improvement in the environment.
• Participate in DRP testing needs and planning.
• Execute and coordinate general housekeeping activities.
• Coordinate restore test activities as defined in current procedures.
• Control and facilitate internal and external audit requests.

Experience and Skills

Technical knowledge:

• Management of services through the service governance routine and analysis of capacity, problem, and environment improvement, including overseeing other teams.
• Acting on technical decisions and crises to prevent impacts on the business.
• Management and control of internal and external resources regarding workdays, on-call, and days off.
• Lead the P1 incidents, serving as the contact point and organizing the engaged resources.
• Hardware knowledge of Data Center & Data Room stacks.
• Proven experience in remote management of Data Center vendors, including:
• Ordering racking/unracking of equipment
• Remote troubleshooting of equipment
• Handling hardware cabling, labeling, and guiding vendors to apply cabling standards, with review and alignment capabilities.

Experience:

• Experience in Infrastructure Maintenance Support within a diverse IT landscape.
• Knowledge of Data Center infrastructure technologies (Blades, Middleware, Storage, Backup, Network).
• Proven experience in production environments and critical operations.

Languages:

• Fluent English, both written and spoken, is mandatory.