Service Delivery Manager

3 semanas atrás

Sao Paulo, Brasil GM Financial Tempo inteiro
Overview:
**Responsibilities**:
- Work with relevant Release Manager(s) to ensure defect & bug fixes, non-functional system changes, patches and upgrades are prioritized and planned into block releases and deployed in an efficient and timely manner.
- Review all Changes and Releases ready for approval into Pre production and then to Production
- Take part in the team callout rotation to manage Major Incidents outside of the business day as required
- Lead the Service Delivery teams (external and internal) to ensure operational SLA compliance
- Work with executive leadership to ensure success of various initiatives including but not limited to: new markets, new products and M&A
- Adhere to the Problem Management Process by ensuring agreed RCA’s are delivered by the Service Delivery teams and subsequent PAIs are managed through to completion.
- Backup and recovery valid and up to date
- Raise security exceptions for any non
- compliance
- Ensure scheduled health checks are carried out such as:
- Service validation
- Batch process complete
- BCVs, backups are completed
- Work with Architecture to manage currency of all elements including Software support and levels, certificate and licenses
- Work with Project and Release Managers to ensure completion of Service Acceptance Criteria before providing approval for Checkpoint 4.
- Partner with Global teams for Transformation and BAU projects
- Corporate systems integration and transformation
- Service management integration and Transformation
- Audit/Compliance integration and transformation
Qualifications:
- 5 years’ experience in Application Service Delivery ideally managing financial & compliance tools
- Multi-lingual
- English, Portuguese are required and any Spanish would be beneficial
- Experienced with outsourced and insourced delivery model
- Ability to manage multiple, disparate initiatives
- ITIL Service Management qualification preferred
Skills and Knowledge
- Strong communication and influencing skills
- Negotiation and conflict resolution skills
- Solid understanding of technology such as Unix, Windows, Oracle Financials, SAP
- Specialization in management information systems and/or Computer Science would be highly desirable
Leadership behaviors/ competencies
- Customer Focus - Level 2
- Drive for Results - Level 2
- Interpersonal Savvy - Level 2
- Peer Relationships - Level 2
- Decision Quality - Level 2
- Developing and Motivating Others - Level 2
Disclaimer: Brazil - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status or disability.

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