Service Delivery Manager

4 semanas atrás


Porto, Porto, Portugal Devexperts Tempo inteiro

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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