Service Delivery Manager

About Us

Gerdau Long Steel North America is a leader in mini-mill steel production and steel recycling in North America, with an annual manufacturing capacity of approximately 10 million metric tons of mill finished steel products. Through a vertically integrated network of mini-mills, scrap recycling facilities and downstream operations, the company serves customers throughout the U.S. and Canada, offering a diverse and balanced product mix of merchant steel, rebar, structural shapes, fabricated steel, flat rolled steel and wire rod.  Gerdau is the largest recycler in the World. Each year, we transform millions of tons of scrap into steel that is used to build the future.

Why you'll love it here

At Gerdau it’s all about the people. Gerdau's growth is based on our purpose and on a vision focused on excellence. The measures of performance are customer satisfaction, the personal and professional growth of each employee, our communities, and the World.  Our culture thrives by embracing diversity, encouraging innovation and creating products that serve humanity.

Scope:

The Service Delivery Manager is responsible for identifying Gerdau’s needs and oversees the delivery of the services within the context of the business.  The Service Delivery Manager will work closely within the Infrastructure, Field Support and Applications organizations to support service delivery, change management, and incident response coordination utilizing diverse technical experience in multiple IT roles. The Service Delivery Manager provides SLA and KPI management of service providers through governance meetings and developing strong working relationships. The Service Delivery Manager is responsible for the local CAB meetings.  Excellent communication and influencing skills and the ability to work across teams is required to create optimal business solutions. The Service Delivery Manager must be able to effectively communicate with all levels of the company and its service providers. The Service Delivery Manager must be able to identify options to improve service and/or reduce costs.  This is a process and governance role.  You must be superior in your ability to create process and drive change to conform to the process.

Responsibilities:

• In collaboration with the Field Support Manager, ensure the Field Support and Infrastructure organizations provide consistently high levels of customer service in a cost-effective manner through the implementation and compliance to a process model that is fully aligned with the ITIL framework.
• Be the GLN Process owner for Change Management, Problem Management and Major incident Management
• Implement a governance model and associated cadence of reviews with core service providers and partners to drive compliance with all SLAs related to service quality and customer satisfaction
• Ensure a culture of continual service improvement within Gerdau and it’s service vendors through process optimization and performance management.
• Be the owner of the GLN Change Approval Board, ensuring process effectiveness and compliance for normal and emergency changes
• Guide the incident / major incident management process ensuring timely and effective escalation management, communications and cross functional collaboration to respond to incident and service request SLAs in a high pressure environment
• Create and lead a culture of openness and collaboration across a  multidisciplinary, multicultural & multi-vendor team environment through strong communications and clear guidance
• Undertake ongoing analysis of operational metrics to identify trends, issues and opportunities for service improvements
• Function as a Scrum Master / Project Lead to define and execute action plans, initiatives, projects to address service improvements and delivery optimization
• Travel internationally twice per year.

Requirements:

• Bachelors degree in Computer Science, Management Information Systems, or related field; or equivalent technology related service delivery exerience in lieu of degree
• A minimum of five years of general information technology experience; experience in multiple disciplines including help desk, infrastructure, and applications is preferred
• A minimum of three years experience with service delivery models (ITIL experience is required; ITIL v4 is highly preferred; COBIT is optional)
• 3 years of experience with ServiceNow experience is required or ServiceNow certification in lieu of previous experience
• Successful experience operating in a matrixed environment
• Ability to travel internationally twice per year.
• Ability to communicate in English and Portugese is highly preferred
• Previous experience working with Service Providers is required; previous experience working with International Service providers is highly preferred
• Experience with troubleshooting and guiding coordinated response of diverse teams.
• Experience with Change Management especially as the CAB leader.
• Previous experience with multi-national teams; previous experience working with vendors, service providers, and employees in Latin American countries is preferred
• Experience with SDLC methodologies including Waterfall and Agile.
• Familiarity with cloud technologies, especially SoftLayer and AWS.
• Familiarity with DEVOPS and Infrastructure as Code.
• Familiarity with WAN technologies (MPLS, SDWAN)
• Familiarity with SAP
• Familiarity with Networking technologies (routers, switches, IP, wireless)
• Experience with project management principles; certififications in project management preferred
• Must be a ‘heads-up’ knowledge worker understanding how decisions and activities impact initiatives
• Process-driven
• Self-motivated, lifetime learner, and curious
• Ability to learn new technologies quickly and efficiently
• ITIL v3 or v4 (preferred) Foundations certification
• Excellent technical analysis and problem-solving skills.
• Excellent data reporting and analysis skills (strong Excel skills, PowerBI preferred)
• Strong process improvement & re-engineering skills  
• Exceptional communication (cross hierarchy, cross organization, cross culture), documentation (confluence) and reporting skills (Excel, PowerBI, Powerpoint)
• Must be able to interact effectively with employees at all levels of the organization and service provider organizations
• Able to work in a fast-paced environment and be flexible to meet time demands without compromising quality
• Experience in a global 24x7 environment strongly preferred