Service Delivery Manager
Há 7 dias
**Role Purpose**:
The Service Delivery Manager (SDM) will be accountable to develop and drive the implementation of the Service Level and Quality Assurance framework for the relevant programs within his/her portfolio. On the one hand the SDM will be working internally with the infrastructure team to ensure the production is aligned with the delivery targets whilst, on the other, the SDM will interact with the relevant VT customers ensuring the fulfilment of the operational SLAs in line with contractual expectations.
**Job Responsibility**:
- Act as technical account to ensure service delivery and quality assurance for key VT customers
- Identification of the key performance and contractual indicators for different VT customers
- Definition of the service level framework and monitoring process
- Work with the infrastructure team at establishing relevant production control processes supporting service level frameworks
- Identification of risks that may lead to contractual breaches / penalties and definition of mitigation strategies involving relevant internal stakeholders
- Define and drive operational efficiency initiatives with the objective of streamlining operations, e.g. co-location requests lead-time reduction.
**Ideal Background**:
- University / Master’s degree, preferably in Engineering
- 10+ years’ experience in the TelCo industry
- Proven track record of large-scale programs successful delivery
- Program Management certifications as a plus
- Fluent in spoken and written Portuguese and Business English
- Solid TelCo infrastructure knowledge
- Customer focused and data-driven
- Sound program delivery / program management experience
- Strong communicator and robust stakeholders’ management skills
- Business acumen and good understanding of key business drivers.
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