Service Delivery Manager

2 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 technology

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