IT Service Delivery Manager

3 semanas atrás

Barueri, São Paulo, Brasil HCLTech Tempo inteiro
IT Service Delivery Manager (ITSM) - Advanced English - Hybrid

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HCLTech is a global technology company, home to over 227,000 people across 60 countries, delivering capabilities in digital, engineering, and cloud services. We serve clients across various industries including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Our revenues for the 12 months ending September 2022 totaled $12.1 billion.

To learn more about our offerings, visit

Responsibilities:
  • Oversee the delivery and management of application support services, ensuring alignment with business needs and SLAs.
  • Collaborate with internal and external teams to optimize service processes, resolve tickets, and improve application performance and user satisfaction.
Soft Skills:
  • Problem-solving and critical thinking skills.
  • Effective communication with users to understand their business problems.
  • Strong leadership skills, capable of leading teams across multiple geographies.

Language requirements: English (Must), Brazilian Portuguese (Must), Spanish (Conversational - Good to Have)

Domain Expertise:
  • Vendor management in application support with strong service management process skills (ITSM).
  • Ensuring SLA compliance for service delivery.
  • Coordinating with support teams and monitoring service performance.
  • Knowledge of ERP systems such as SAP/S/4HANA (Desired).
Technical / Functional Skills:
  • Experience with ITSM tools like ServiceNow.
  • Application monitoring software.
  • Proficiency in PowerPoint and Excel.
  • Understanding of organizational change management.
  • Ability to conduct interviews and select suitable team members.
  • Basic understanding of SAP modules like Sales and Distribution, Procure to Pay, and Finance.
  • Budgeting and forecasting skills.
  • Understanding of PnL statements (Desired).
  • Knowledge of Salesforce Cloud and processes (Desired).
Project Experience:
  • Experience with SAP projects (Desired).
Certifications:
  • ITSM certification.
Why choose us?

We are among the fastest-growing global technology companies, with over 60 offices worldwide and a diverse team of 227,000 employees from 165 nationalities. We offer flexible, remote work environments, growth opportunities, comprehensive benefits, and have been recognized as a 'Great Place to Work' and 'Top Employer' in multiple countries.

Equality & Opportunity for All

We are committed to equal employment opportunities for all applicants and employees, regardless of race, religion, sex, age, or other protected classifications, in accordance with applicable laws.

Additional Details:
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Technology, Information, and Media
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