SERVICE DELIVERY MANAGER

YOUR CONTRIBUTION: 

• This is a process and governance role in technical leadership that requires the ability to create and improve processes, foster collaboration, and instill a world-class customer service mindset
• Identify needs and ensure successful delivery of Digital IT Services while identifying and driving actions to improve service, drive stability, and reduce costs
• Develop action plans for improving the Digital Desk while ensuring customer issues/tickets are resolved promptly
• Work with Global Digital IT teams and vendors to support service delivery, change management, and major incident response coordination 
• Provide SLA and KPI management for internal teams and service providers, as well as promote analysis of operational metrics to identify trends, issues, and opportunities for service improvements
• Serve as the Process Owner for Change Management, Problem Management, Major Incidents Management, Incident Management, and Request Management
• Implement and operate a governance model and associate cadence of reviews with core service providers to drive compliance with SLAs and KPIs
• Serve as a point of escalation for process deviations and aging issues to assist in the removal of impediments

YOUR EXPERTISE: 

• Customer-Centric – Focus efforts to ensure internal and external customers thrive 
• Communication and Persuasion – MUST BE FLUENT IN PORTUGUESE and English. Possess solid communication and persuasion skills essential to success in this position. You will represent the Digital IT group effectively and employ negotiation skills that build organizational consensus around a specific course of action while identifying communication barriers and taking action to facilitate mutual understanding. 
• Technical Expertise – Understand all IT functions, cloud technologies, and services in use, and become familiar with the current direction in the infrastructure market  
• Simplistic Agility – Foster simplicity and agility to focus on what adds value while resolving issues  
• Global Perspective – Ability to successfully operate in a global IT organization bringing perspective to daily work while leveraging relationships, expertise, and opportunities across borders taking the company’s strategy and priorities into consideration.
• Accountability – Take initiative and assume personal accountability and ownership for goals, outcomes, and deadlines holding others accountable for achieving individual and organizational objectives.   
• Analysis – Possess critical thinking ability and deal systematically with input from a variety of sources to suggest alternative approaches to unfamiliar situations or concepts, as well as strong analytical skills, including an understanding of business economics and financial resources.

YOUR CREDENTIALS: 

• Bachelor’s degree in Computer Science, MIS, or equivalent Technology discipline, and/or equivalent related experience  
• 5 years of general Information Technology in multiple areas, such as help desk, infrastructure, and applications preferred
• 3 years of experience with Ticketing systems, such as ServiceNow  
• Experience with service delivery frameworks, such as ITIL 
• Experience working and managing outsourcing vendors
• Experience with Major Incident process management
• Experience with the Change Management process
• Experience with Root Cause Analysis methodology
• Experience working with international teams
• Experience in a global, 24x7 environment
• Understanding of WAN and LAN technologies    
• Understanding of Cloud technologies
• Basic understanding of SAP
• Ability to work under high pressure to guide major incident response ensuring timely and effective escalation management and communication
• Ability to work after-hours in major incidents     
• English language; Portuguese language skills beneficial