Service Delivery Lead

4 semanas atrás

São Paulo, São Paulo, Brasil RDI Software Tempo inteiro
RDI joined the Capgemini group in 2017, which has 270,000 collaborators in almost 50 countries.
We value plurality of race, color, religion, gender, gender identity, nationality, sexual orientation, disability and age. To be plural is to value and respect differences. Apply
**Our Purpose**
Support our partner by increasing product deliveries and leveraging high-end technology to transform the customer experience.
**Our Vision**
Provide remarkable experience for our PEOPLE and our partner
**Responsibilities**
- Lead the operation squads to delivery issue fixes and support to the customer ́s global business units
- Work with the service delivery team, resolve client complaints and issues, and ensure the team's processes and tasks are carried out effectively
- Communicate and develop good relationships with the business, customers, and technical teams
- Chair daily calls to co-ordinate open issues and next steps with the ability to prioritize, track and report
- Ensure process effectiveness and continuous improvement
- Managing risks and escalating appropriately to Sr Management
- To lead, guide and coach the team following the agile principles and company ́s process
- Guarantee a sustainable development environment within the team
- Track service delivery metrics
- Use metrics to measure team ́s performance and to drive actions for continuous improvement
**Who you are**
- At least 3 years of experience working on service delivery model
- Minimum 3 years of experience working with Scrum and Kanban method
- Experience working in customer-facing positions
- First level Kanban (KMP) and Scrum Master (CSM, PSM) certifications are mandatory. Second level certifications are desirable.
- Domain of Agile principles and values
- Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency
- Team management skills. Developing teams to high performance
- People coaching skills is desirable
- Have excellent verbal and written communication skills in English
**Personal skills**
- Execute for results
- Lead change and innovation
- Team player profile
- Prompted pressure
- Behave proactively
- Know how to solve problems in an effective manner
**What we offer**
- High level of autonomy in a laid-back environment
- Great learning and networking opportunities with experienced colleagues
- An international and multicultural squad
- Certifications and Training, partnerships
- Language learning program
- License for online tech platform and others
- Mentoring & Buddy Programs
- Job Rotation
- Flexible & partial home office policy
- Great chances for career growth

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