Service Delivery Manager

Nsc Global; Xico; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A growing IT service company located in Veracruz, Mexico, is looking for a Service Delivery Manager to ensure delivery excellence across all support towers. The ideal candidate must possess a college degree in IT or equivalent experience (5-7 years) and have a strong background in solution architecture and project management. Responsibilities include managing customer relationships, coordinating resources, and leading teams to meet service level agreements. The position requires US hours (8am to 5.30pm EST) and immediate availability.

Formación

• College/University degree in IT or 5-7 years of relevant experience.
• 3-5 years of Solution Architect experience.
• Understanding of ITIL practices.

Responsabilidades

• Ensure delivery excellence in customer relationship management.
• Create financial forecasts for revenue and profit targets.
• Manage end-to-end services for multiple support towers.
• Drive the completion of service acceptance and technical assurance.

Conocimientos

Solution Architect experience

CRM Experience

ITIL Foundations

Project Management

Hardware and Software Migration

Educación

College / University degree in IT

5 - 7 years of equivalent working experience

Descripción del empleo

Overview

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

Position

Service Delivery Manager

Job Type

US Hours ONLY (8am to 5.30pm EST)

Start Date

Immediately

Responsibilities

• Delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility.
• Building relationship through open and honest communication.
• Comprehensive status reporting to the customer and NSC Global leadership team.
• Ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees.
• Create financial forecasts and work with finance group to ensure revenue and profit targets are met.
• Complete billing responsibilities in a timely manner and lead collective activities as necessary.
• Coordinate all resources of the tower (including off-shore).
• Orchestrate end-to-end services for the involved towers (top of stack).
• Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable.
• Ensure that account specific processes are applied at all relevant scope.
• Evaluate and manage service requests.
• Drive completion of service acceptance, technical assurance and handover processes; being the SPOC in case of escalations & major incidents.
• Act as the next level of escalation for tower specific technical teams for all service management.

Processes

• Root Cause Analysis for the tower specific services are performed.
• Raise problem records whenever identified.
• Raise request for changes, assess prepare, present the change in the CAB to get the approval.
• Identify and manage all required resources for change planning and execution (including testing, approval and back out plans).
• Ensure the quality of asset management requirements in the respective towers.
• Ensure the CAP planning of the account in the tower on the component level and provision to Manager.

Qualifications

• College / University degree in IT or 5 - 7 years of equivalent working experiences.
• Solution Architect experience 3 -5 years, ITL Foundations, Project Management.
• CRM Experience.
• Experience in Hardware and Software Migration is an asset.