SERVICE DELIVERY MANAGER_usa

Avvale; Nova Lima; On-site; BRL 200,000 - 320,000; Full time

Job summary

Avvale in Brazil seeks a Senior Service Delivery Manager to oversee AMS delivery and ensure high-quality service for business stakeholders and clients. You will manage incidents, SLAs, KPIs, and coordinate cross-geo teams, especially Brazil-based and US stakeholders.

You must have fluent/advanced English, ITIL preferred, and strong skills in stakeholder management, communication, and continuous improvement in complex international environments.

Qualifications

• Fluent/advanced English required.
• Experience in AMS and IT service delivery management.
• Strong IT service management knowledge and best practices.
• ITIL certification preferred.
• Experience managing client relationships, SLAs and KPIs.
• Strong communication, organizational and problem-solving skills.
• Ability to coordinate distributed teams across geographies.

Responsibilities

• Managing daily AMS operations and resolving incidents and service requests promptly.
• Monitoring service performance, SLAs, KPIs and backlogs; identifying risks.
• Primary contact for client stakeholders on service delivery and escalations.
• Leading service review meetings and preparing performance reports.
• Coordinating resources across distributed teams between Brazil and US stakeholders.
• Driving continuous improvement to optimize processes and customer satisfaction.
• Managing escalations and addressing service delivery risks.
• Supporting governance and ensuring compliance with processes and contracts.
• Identifying opportunities to improve service quality and client relationships.

Skills

Service Delivery

Stakeholder Management

ITIL Certification

Incident Management

SLA KPI Monitoring

AMS Experience

Team Coordination

Distributed Teams

Communication Skills

Job description

We are looking for an 5y+ Service Delivery Manager to oversee the delivery of technology services and ensure high-quality support to business stakeholders and clients.

The ideal candidate should have strong experience managing service delivery processes, coordinating technical teams, monitoring SLAs and KPIs, handling incidents and escalations, and driving continuous improvement initiatives.

This role requires excellent stakeholder management and communication skills, with the ability to act as the main point of contact between business teams, clients, and technical delivery teams. Experience working in complex, international environments and managing multiple priorities is highly desirable.

Requisitos

• FLUENT / ADVANCED ENGLISH


• Experience in Application Management Services (AMS) and IT Service Delivery Management.


• Strong understanding of IT service management processes and service delivery best practices.


• ITIL certification preferred.


• Experience managing client relationships, service performance, SLAs, and operational KPIs.


• Strong communication, organizational, and problem-solving skills.


• Ability to coordinate distributed teams and collaborate effectively with stakeholders across different geographies.

Description Of Activities

• Managing daily AMS operations and ensuring timely, high-quality resolution of incidents, service requests, and operational issues.


• Monitoring service performance, SLAs, KPIs, and backlogs, identifying risks and implementing corrective actions where needed.


• Acting as the primary point of contact for client stakeholders regarding service delivery, operational performance, and escalations.


• Leading service review meetings and preparing regular service performance reports.


• Coordinating resources and activities across distributed teams, ensuring effective collaboration between the Brazil-based team and US stakeholders.


• Driving continuous improvement initiatives to optimize processes, increase efficiency, and enhance customer satisfaction.


• Managing escalations and proactively addressing service delivery risks and recurring issues.


• Supporting governance activities, ensuring adherence to established processes, procedures, and contractual commitments.


• Identifying opportunities to improve service quality and strengthen client relationships.