Service Delivery Manager

Temenos Headquarters SA; Ciudad de México; Híbrido; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A leading cloud service provider in Mexico City seeks an experienced SaaS Cloud Service Delivery Manager to oversee the effective delivery of cloud services. Responsibilities include managing technical teams, monitoring service delivery, and ensuring compliance with policies. The ideal candidate has over five years of experience in a related role, excellent English communication skills, and a strong customer service orientation. This position offers flexible working conditions with some travel required.

Servicios

Maternity leave

Paid family care leave

Recharge days

Paid study leave

Formación

• 5+ years’ experience in infrastructure production support or global service delivery.
• Excellent level of English, written and verbal.
• Strong communication skills necessary for conveying technical concepts.

Responsabilidades

• Manage multi-disciplined teams supporting cloud services.
• Monitor delivery of contractual cloud services.
• Drive compliance with Temenos policies and operating procedures.

Conocimientos

Infrastructure Production Support

Customer help desk

ITSM Incident Management

JIRA

Agile/Scrum methodologies

Educación

Four-year undergraduate degree

Herramientas

Microsoft Suite

Remedy

Service Now

Descripción del empleo

ABOUT TEMENOS

Temenos powers a world of banking thatcreates opportunities for billions of people and businesses everywhere. We havebeen doing this for over 30 years through the pioneering spirit of our Temenosianswho are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers andcommunity banks in 150+ countries. We collaboratewith clients to build new banking services and state-of-the-art customerexperiences on our open banking platform, helping them operate moresustainably.

At Temenos, we have an open-minded andinclusive culture, where everyone has the power to create their own destiny andmake a positive contribution to the world of banking and society.

THE ROLE

The SaaS Cloud Service Delivery Manager role is responsible to ensure effective delivery of SaaS Cloud Services to the Americas customers. The SDM is the “Single Point of Contact” representing Temenos cloud delivery to the customer.

This role is responsible for managing the in-life technical aspects of Cloud services and user support. This role will lead multi-disciplined teams in operating technology and software. The position requires a broad range of technical skills in managing a diverse operational environment with a focus on customer service and operation liaison.

The Service Delivery Manager (SDM) will manage multi-disciplined teams that support an advanced infrastructure, using private/public cloud, SAAS, and IAAS environments and includes:

• Cloud Service Delivery Management processes, schedule, cost, quality, and other SLAs
• Cloud Operation and Change Management
• Cloud Service Performance metrics and reporting
• Ensure Cloud Security & Compliance
• Support Audits
• Provide cross functional team leadership to achieve cloud service delivery goals.
• Plan, Develop and manage delivery schedule (preferably in JIRA planning)
• Facilitate key technical delivery meetings, capture action plans, and translate clear requirements in the various planning and delivery management systems.

OPPORTUNITIES

This position will be responsible for the timely delivery of Cloud Services to maintain existing systems. Given the pace of change of SaaS Cloud Services in all industries, duties and responsibilities include but are not limited to:

• Responsible for the monitoring the delivery of the contractual cloud services.
• Creating and presentation of the contractual agreed upon customer KPI reports.
• Provide input and data information for customer service credits, as appropriate.
• Communicate and drive compliance with Temenos policy and standard operating procedures.
• Delivery and manage change control and request management processes.
• Drive customer understanding of how Cloud services are used through the delivery and explanation of the Temenos support systems including:

• Service level agreements.
• Performance delivery KPIs.
• Submitting requests via ITSM Portal
• Indecent reporting and management
• Root Cause Analysis (RCA)

• Provide cloud service management support to customers.
• Provide an escalation point to customers with service problems.

SKILLS

• 5 plus years’ experience with infrastructure Production Support and/or Global Service Delivery role.
• Experience in managed services, maintenance in the IT environment, customer help desk, production support.
• Management of work: ITSM Incident Management, Problem Management, Change Management,
• Technically articulate with a good knowledge of infrastructure and systems and the integrations between systems as they would apply.
• Experience with using JIRA to capture technical requirements, preferably cloud solutions.
• Tools: Microsoft Suite (Word, Excel, PowerPoint) competency, JIRA, or other ITSM management software like Remedy, Service Now, etc
• Knowledge and certification with basic AWS and/or Azure practitioner, a plus.
• Knowledge and experience with Agile/Scrum development methodologies and project management, a plus.
• Education Level: Four-year undergraduate degree level or comparable, relevant experience.
• Excellent level of English – both written and verbal.
• Excellent communication skills: necessary for clear communication of technical concepts to customers.
• Must be comfortable in facilitating customer and cross-functional team communication and organizing information, updating requirement in JIRA (or other workstream management software)
• Capture meeting notes and promptly translate them into the task, user stories, and work items.
• Ability to work on own initiatives and productively manage multiple concurrent activities in a timely manner.
• Have excellent problem resolution skills.
• Professional presentation skills in front of an audience and via Teams collaboration and video tools.
• Willingness to learn new subjects and present these to customers.
• Candidate must be flexible and be willing to travel to attend customer meetings/presentations when required.
• Ability to respectfully and patiently collaborate with customer and cloud teams

VALUES

• Care
• Commit
• Collaborate
• Challenge

SOME OF OUR BENEFITS include:

• Maternity leave:Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership:1 week of paid leave if you\'re getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care:4 weeks of paid family care leave
• Recharge days:4 days per year to use when you need to physically or mentally needed to recharge
• Study leave:2 weeks of paid leave each year for study or personal development

Please make sure to read our Recruitment Privacy Policy

#LI-Hybrid