Service Delivery Manager (Remote)

Cap4lab; Milano; Remoto; EUR 50.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading European provider of Salesforce and MuleSoft services, Cap4lab is seeking a Service Delivery Manager to join its Managed Services team. This role involves providing strategic road-mapping and high-level technical support to clients, with opportunities for leadership and mentorship while enjoying a friendly international working environment. Benefits include flexible work options and a welfare package.

Servizi

Welfare and benefits package

Potential remote work options

Growth opportunities

Regular training

Team-building events

Competenze

• Understanding of Internet technologies and protocols such as HTTP and FTP.
• Experience with ticket systems for client issue documentation.
• Excellent oral and written English communication skills.

Mansioni

• Accountability for overall client ownership and technical support.
• Mentoring and supervising Managed Services Support Engineers.
• Managing documentation and addressing technical concerns on-site.

Conoscenze

Problem Solving

Leadership

Communication

Technical Support

Organizational Skills

Mentoring

Formazione

Degree in Computer Science or related field

Descrizione del lavoro

Cap4 Lab is a European leading provider of Salesforce and MuleSoft services. We are recognized for offering high value-added operational consulting services, and for combining business and technology expertise to help our customers unlock their technological potential.

Supporting major groups in the luxury, industry, or finance sectors, our company has been growing strongly since its creation in 2018.

As a member of the MuleSoft Managed Services (MMS) Team, the Service Delivery Manager will provide high-level technical support and strategic road-mapping to managed services clients in a 24/7/365 environment. This individual will work at Managed Solutions headquarters and at various client sites.

The Service Delivery Manager will have technical responsibility for a specific customer pool across team and department boundaries. They will act as the central point of contact with customers, overseeing planning and coordination, ensuring all assets of our customers' ecosystems are properly documented to facilitate continuous improvement.

Being part of our international and distributed Managed Services team means:

• Accountability for overall client ownership from a technical perspective, ensuring and coordinating issue resolution in line with Service Level Targets
• Serving as a senior technical resource for client issue/problem escalation
• Participating in problem and incident management activities as needed
• Ensuring successful management of clients
• Assessing and understanding clients' technical needs
• Mentoring and supervising the daily activities of the Managed Services Support Engineers, providing feedback to the team
• Performing technology project services for assigned clients
• Managing documentation for clients
• Traveling onsite periodically to address technical needs or concerns
• Delivering outstanding customer service and a drive for excellence
• Maintaining strong organizational and problem-solving skills, with the ability to prioritize responsibilities in a fast-paced environment
• Leadership and mentorship experience is highly preferred
• Passion for technology and understanding complex technical issues
• Deep knowledge of Internet technologies and protocols such as HTTP and FTP
• Understanding of network monitoring concepts and management tools
• Ability to interpret data from various sources
• Experience with ticket systems for documenting client issues and communication
• Providing technical and professional mentorship to team members
• Excellent oral and written English communication skills
• Additional skills such as SOA, Microservices, MuleSoft, and Salesforce knowledge are a plus

Benefits include a welfare and benefits package, potential remote work options, growth opportunities, and an international, friendly working environment with regular training and team-building events.