Service Delivery Manager

Asd Technologies; Acajete; Presencial; MXN 720,000 - 1,081,000; Jornada completa

Descripción de la vacante

A leading service management firm located in Mexico seeks an experienced service delivery manager. You will be responsible for operational service management, including customer relationships and service level agreements. Ideal candidates should be fluent in SAP and have a solid understanding of ITIL processes. Strong skills in communication, consensus-building, and innovative thinking are essential. The role presents an opportunity for career development and offers a challenging environment with a focus on continuous improvement.

Formación

• You are innovative and challenge established patterns in the industry to benefit customers.
• Command authority without borrowed power and build positive relationships.
• Possess quick data analysis skills to filter relevant information.
• Ask insightful questions and value stakeholder opinions.
• Communicate clearly and concisely without using information as a weapon.
• Exercise independent consensus-building when conflicts arise.
• View service delivery management as a long-term career and seek continuous improvement.

Responsabilidades

• Design, implement, and manage service delivery processes.
• Oversee customer relationship and operational service management.
• Ensure adherence to contractual terms and cost management.
• Manage service level agreements and address escalations.
• Develop and execute improvement plans for service delivery.

Conocimientos

Fluent in SAP Speak

Understanding of ITIL processes

Infrastructure Management affinity

Data Lifecycle Management

Solution Manager knowledge

Descripción del empleo

Responsibilities

• Service Design, Implementation & Testing
• Service Take-On
• Service Stabilization or Hyper Care
• Operational Service Management
• Customer Relationship Management
• Contract Management
• AWS Cost Management
• Service Level Management
• Service Escalation Management
• Service Automation
• Service Improvement
• DevOps Deployment
• Develop and manage the execution of meaningful Operational Readiness Tests;
• Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer;
• Service Take-On
• Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
• Service Stabilization or Hyper Care
• Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support;
• Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved;
• Define criteria as a quality gate for transitioning from Stabilization into BaU support;
• Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible;
• Operational Service Management
• Task and Issue Manage your assigned Service Delivery Team;
• Build an excellent, open, and supportive Team Spirit;
• Customer Relationship Management
• Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer;
• Ensure a good understanding of the customers' critical business processes and any SAP related process performance and bottlenecks;
• Contract Management
• Ensure adherence to the contractual terms and scope;
• Drive down (all) cost in a pro‑active manner through all possible means;
• Initiate Contract Change Control when and where required;
• AWS Cost Management
• Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets;
• Identify opportunities for Cost Reduction and pro‑actively engage with the customer on implementing those opportunities;
• Ensure strong governance and change control on AWS cost and cost drivers;
• Service Level Management
• Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer;
• Ensure adherence to Service Levels; identify and implement areas for improvement;
• Service Escalation Management
• Act as Escalation Manager in the resolution of P1's and P2's;
• Write and ensure delivery of Major Incident Reports;
• Service Automation
• Develop and Project Manage the Customer Service Automation Plan;
• Ensure consistent cost reduction through automation;
• Ensure Service Automation Tools are optimized for efficiency;
• Service Improvement
• Develop and Project Manage the Customer Service Improvement Plan;
• DevOps Deployment
• Develop and Project Manage deployment of DevOps for the Customer

Qualifications

In addition to being fluent in 'SAP Speak', a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

• You are innovative - You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;
• Command authority naturally - You don't need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for;
• Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there's almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
• Ask good questions and listen to stakeholders - Great project managers don't just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self‑aware to know how their communication is received by those stakeholders;
• Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they'll do with it.
• Exercise independent and fair consensus–building skills when conflict arises - But you embrace only as much conflict as is absolutely necessary, neither avoiding nor seeking grounds for control of a particular project segment;
• Look forward to going to work - You believe that service delivery management is an exciting challenge that's critical to our success : you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training and education