Service Delivery Manager

1 dia atrás

Brazil, BR FCamara Tempo inteiro

Descrição da vaga

A FCamara está em busca de um(a) Service Delivery Management para atuar em parceria com uma empresa global de serviços de Tecnologia. Trazendo um universo de possibilidades para simplificar o dia a dia de pessoas e negócios.


Responsabilidades e atribuições:

  • Ensure Service Delivery adheres to established internal and Client processes.
  • Develop and deliver audience-appropriate communications to varying levels of Client stakeholders.
  • Manage risks and issues related to Client service delivery.
  • Track action items through to closure and document decisions arising from those actions.
  • Maintain comprehensive release schedules and regularly communicate these to Clients.
  • Manage required client project Margin Targets by effective resource utilization.
  • Effective Demand Management through prioritization of tickets and escalations.
  • Establish and lead recurring governance meetings with Client including preparation of materials.
  • Review key service reports and metrics with Clients to properly align expectations.
  • Be a pro-active contributor to a support organization which is running 24x7x365. This will require the ability to work flexible hours, including evenings, weekends, and holidays, and monitoring email regularly outside standard business hours.
  • Drive Continuous Service Improvements by providing feedback about improvement opportunities to internal service/product teams.
  • Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets.
  • Align with the client’s business strategy and needs to ensure that Rimini Street is providing the most relevant and valuable service and communicate those needs throughout the Service Delivery Teams.
  • Partner closely with Regional Managers of the Support Engineers/Consultants to ensure that the right set of skills are available to service client needs.
  • Monitor response, update, and resolution SLAs to ensure delivery and high client satisfaction.
  • Understand client environments and ensure changes/updates to the same are reflected in operational documentation.
  • Provide expertise, guidance, and participation during the Service Transition of Clients.
  • Develop and contribute to the reporting and measurement of Performance Management targets.
  • Communicate effectively across organizations within Rimini Street (e.g., sales, marketing, account management, support, etc.)
  • Assist in the organized knowledge transfer from key Client stakeholders and incumbent service providers to Rimini Street AMS team.
  • Act as a contact for Client emergency situations and escalation management.


Requisitos e qualificações:

Experience

· 10+ years of broad technology industry experience

· 5+ years direct SDM experience within an ITIL-aligned managed services organization required.

· Proven leadership, resource management, and financial management skills within a managed services organization required.

· Demonstrable history of managing service levels and customer relationships within a distributed service delivery managed services organization.

· Working knowledge of at least one enterprise-class ERP Application (i.e. SAP, Oracle EBS, or others) preferred.

· Hands-on experience with a major ITSM platform such as ServiceNow required.

· ITIL Foundations certification; advanced ITIL certification preferred.

· Communication to a business level in a non-English language, while not a requirement, would be beneficial.

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