Service Delivery Manager
4 semanas atrás
Job Title: Service Delivery Manager
About the Role:
We are seeking an experienced Service Delivery Manager to join our team at Devexperts. As a Service Delivery Manager, you will be responsible for ensuring the smooth delivery of our services to our clients.
Key Responsibilities:
1. Service Delivery:
- Ensure compliance with procedures, instructions, KPIs, and support contract commitments.
- Lead the onboarding process of clients during production launch.
- Communicate with clients via telephone, email, or IM to report the current status of issues.
- Oversee the resolution of major incidents, ensuring timely communication and resolution.
- Take responsibility for completing support contract conditions.
2. Process Management:
- Organize and supervise giving estimations, planning, and executing maintenance routine operations & project development tasks in frames of the support team.
- Manage the process of investigation of technical issues.
3. People Management:
- Manage a project support group in the Maintenance and Support department.
- Organize and manage the workload of the team and their backlog.
4. Service Improvement:
- Identify opportunities for process improvements and implement best practices to enhance service delivery.
- Identify opportunities to enhance the teams' active monitoring and reporting.
- Report on key performance indicators (KPIs) with the required stakeholders.
Requirements:
Must-have skills:
- 3+ years of experience in IT Service delivery management.
- Strong understanding of the ITIL framework.
- Knowledge of DevOps and SRE principals, software development lifecycle.
- Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences.
- Strong analytical and problem-solving skills.
- Strong leadership skills.
- Experience in participation in projects in the field of development, deployment, and maintenance of the product.
- Experience in commercial software deployment.
- Experience in project management understanding of methodologies is a plus.
- Knowledge of the financial software for trading is a plus.
- Bachelor's or Master's Degree in IT or relevant experience.
- ITIL certification is a plus.
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