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Service Delivery Manager
3 meses atrás
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.Service Delivery Manager required to join our Service Operations team in PortugalA flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.The opportunity:Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer’s web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role combines support management and team leadership, including liaison with internal technical teams and third parties.You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with third parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc).What you’ll be doing:Co-ordinate & facilitate the contracted eCommerce service to one or more customersEnsure that escalations and communications are managed in line with documented contract standardsDevelop and maintain good customer relationships with the support of the Account Manager.Be the primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customer satisfaction remain highEnsure all agreed SLAs are met for incidents & service requestsDevelop and maintain a productive and close working relationship with relevant Account ExecutivesBuild appropriate working relationships with any third parties involved in the delivery of in-scope production services to the customerProduce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunitiesConduct regular service reviews on a monthly/quarterly basisLiaise with customers to agree problem priorities and deliveryEnsure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management processEnsure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processesConduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)Ensure Support Activities are managed within contracted Support BudgetWork with support and development teams to ensure problem fixes are planned into releases and deliveredGovernance:Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base and contribute to the ongoing improvements to our processes.Provide support and management of technical Change and Transition control on behalf of the customer’s service.Contribute to the Service Governance Framework that ensures the timely, stakeholder-led, and accurate production of weekly and monthly service reports measuring customers' Service Performance targets.Supporting activities:Undertake Service Transition & operational readiness activity within WTC for new products and services in aligned clients and may be requested to support new client engagements.Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.Contribute and support to the Senior Service Delivery Manager to ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account P&LParticipate in the on-call escalation rota as requiredContribute to the maintenance of the Service Catalogue and ensure this is accurate.Provide leadership, guidance and mentoring to Service Delivery operations professionals where needed covering all elements of Service promoting operational excellence and control via the adoption of industry-leading Service Management principles and practices.Build and maintain critical relationships with internal and external stakeholdersProvide support to the Account Managers and Delivery Teams where needed to influence tactical decision making and contribute to strategic value streams relating to account growth.Contribute to cross-functional continuous improvement of products, services, and dependencies where beneficial to our clients within WTC.Management information:Create and ensure the distribution of monthly client management information packs highlighting Service performance (KPI’s, SLA’s, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Client Satisfaction using a blend of qualitative and quantitative data.Implement continual improvement activities on client servicesBaseline and drive customer satisfaction surveys and improvements for the client base working cross-functionally to deliverProvide Management information to the Senior SDM on overall account health for wider visibility and awareness within WTC.Successful candidates will understand the processes, architecture and issues around deploying solutions in a web multi-tiered environment.What we want from you:Extensive experience in a Support functionWorking knowledge of ITIL v3 processes framework specifically Incident, Problem and Request FulfilmentThe ideal candidate will have experience with commerce environmentsExtremely results driven, will always go the extra mile to deliver expected resultsFinancially aware and able to contribute to the effective running of the account.Clear & concise communication skills – both written and oralProven track record in building and maintaining strong relationships with customers including working from customer sites when requiredStrong leadership skills with proven track record of managing, developing and leading multi-disciplined teamsStrong problem solving, time management and organizational skillsExperience of providing out-of-hours support for high severity incidentsExposure to “follow the sun” support modelsIf you know some of this, even better:Linux, Unix, Windows operating systemsExposure to software development environmentsExposure to Java/J2EE and web technologiesWhat we can offer you:Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritize your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:Connect MeaningfullyInclude PurposefullyOur brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.AT VML Enterprise SolutionsOur Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.In our Lisbon or Porto office, you’ll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.#LI-EMEA #LI-HYBRID #LI-JS1At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.
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