Service Delivery Manager

**Make an impact** by working for sectors where technology is the enabler, everything is ground-breaking and there’s a constant need to be innovative.

**Be part of the team** that combines business knowledge, technological edge and a design experience. Our different backgrounds and know-how are key in developing solutions and experiences for digital clients.

**Face challenges** and learn other ways of thinking and seeing the world - there’s always room for your energy and creativity.

**About the role**

The Service Delivery Manager will be responsible for supporting Application Development and Application Management teams in the coordination of outstanding issues. For that, this person is accountable for managing the service delivery team and their daily activities, while contributing to the high-quality standards, client satisfaction, and business's sustainable growth. To perform this role, this person needs to develop a strong customer engagement and have a business-oriented attitude

**As a part of your job, you will**:

- Define and implement service standards and procedures for the service delivery department;
- Manage the service team tasks and activities and monitor the progress of current projects to achieve the team objectives and sales goals;
- Display extensive working knowledge of Celfocus standards and practices, including product details and company services offered;
- Develop relationships with external clients to assess their technology, support, and security needs;
- Offer innovative solutions that meet client's needs while remaining a cost-effective attitude;
- Manage projects by creating timelines, adhering to budgets, and assigning staff members;
- Establish client and sales goals, and tracks progress and other metrics;
- Coordinate troubleshooting, support, and service for equipment and networks when necessary;
- Be compliant with internal procedures, policies and guidelines, and external regulations, promoting and reinforcing an ethical, safe, and healthy work environment;
- Lead and coach the team, ensuring appropriate assessment, support, and development of the team members;

**What are we looking for?**
- Good communication, leadership and reporting skills;
- Experience/Ability to manage under adverse/difficult situations and a complex cultural environment;
- Knowledge of Telco (technical concepts);
- Knowledge of Release Management, Deployment Management and Incident Management concepts;
- Knowledge of Waterfall framework;
- Analytical Thinking to identify trends and patterns in service delivery data and to develop strategies to improve service quality;
- Financial Management, including budgeting, forecasting, and managing costs to ensure profitability;
- Vendor Management, to manage vendor relationships effectively, including negotiating contracts, monitoring vendor performance, and resolving issues;
- Ability to understand and monitor the risk management (identify potential risks and assess the likelihood and impact of risks, and developing risk mitigation strategies);
- Have a continuous improvement mindset, willing to review and evaluate service delivery processes to identify areas for improvement and make necessary changes (able to encourage a culture of continuous improvement within their team);
- Ability to adapt to an in-constant-change environment and to communicate changes to stakeholders, assess the impact of changes, and minimize disruption to the organization;
- Nice to have: ITIL Foundation certification;
- Fluency in English.

Personal traits:
Ability to adapt to different contexts, teams and Clients

Teamwork skills but also sense of autonomy

Motivation for international projects and ok if travel is included

Willingness to collaborate with other players

Strong communication skills

We want people who like to roll up their sleeves and open their minds. Believe this is you? Come join the Team