Service Delivery Manager

Há 4 horas

Porto Alegre, Brasil 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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