Service Delivery Manager

3 semanas atrás

Porto Alegre, Brasil Azion Technologies Tempo inteiro

We are seeking a dynamic and experienced Service Delivery Manager to join our team. The Service Delivery Manager will be responsible for overseeing the delivery of our services to clients, ensuring high-quality performance, and maintaining strong customer relationships.**Key Responsibilities**- Develop and implement robust service delivery frameworks to enhance client support and project management efficiency.- Define and implement service delivery processes and procedures to optimize efficiency and quality.- Manage client relationships, handling escalations, resolving issues, and ensuring client satisfaction through effective communication and negotiation.- Collaborate with cross-functional teams, including sales, engineering, and support, to ensure the successful delivery of services.- Monitor and report on team performance, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and guaranteeing that services are consistently delivered in accordance with established standards.- Lead a highly qualified team responsible for understanding customer needs in addition to providing necessary technical support.- Actively seek feedback from clients and internal teams to identify areas for enhancement and implementing initiatives to drive ongoing improvement.- Identify potential risks to service delivery, developing mitigation strategies, and ensuring proactive measures are in place to minimize disruptions to client services.- Stay updated on industry trends and best practices in the technology services industry, continuously seeking ways to enhance the company's service delivery operations.**Requirements**:- Bachelor's degree in Computer Science, Information Systems, Administration with a focus on technology, or equivalent experience;- Proven experience in service delivery management and team management involving critical and high availability environments;- Experience with distributed systems, streaming, high-performance web servers, storage, cloud servers, and big data;- Understanding of network and operating systems functioning;- Strong understanding of the processes and procedures involved in technology service delivery.- Advanced English;- Intermediate Spanish;**Preferred Qualifications**- Experience in TCP/IP, HTTP/HTTPS;- Knowledge and Experience with ITIL (Information Technology Infrastructure Library);- Experience in customer service across different markets (BR, LATAM, or US);- Knowledge of Edge and/or Cloud environments (Azion, Akamai, AWS, Azure, Cloudflare, Fastly, among others) will be considered an advantage.**Skills**- Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams at all levels.- Solid project management skills, with the ability to manage multiple projects simultaneously and deliver results within tight deadlines.- Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals- Proven ability to solve complex problems and make sound decisions in a fast-paced environment.- Highly organized with strong attention to detail and a commitment to quality.Come join the Azion team. We look forward to meeting you and embarking together on a path to success in technologym8fXfiA5QS

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