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Digital Service Delivery Manager

2 meses atrás

São Paulo, São Paulo, Brasil Appnovation Tempo inteiro

About Appnovation

Appnovation is a global, full-service digital partner that combines strategy, experience, and design, engineering, and managed services. We build digital solutions that deliver real impact today and serve as foundations for future growth. Bold ambition. Practical action. Endless possibilities.

Job Summary

The Manager for Digital Service Delivery oversees the operations and delivery of managed services to clients. This role involves managing a team responsible for providing ongoing support, maintenance, and monitoring of IT infrastructure, applications, and systems as per service level agreements (SLAs) / (SLOs). The Manager ensures that services are standardized, delivered efficiently, are of high quality, and align with client expectations.

Key Responsibilities

  • Lead and manage a team of professionals responsible for delivering managed services. Provide guidance, mentorship, and support to team members to ensure high performance and job satisfaction.
  • Oversee the delivery of managed services to clients, ensuring adherence to SLOs/SLAs, service quality, and performance metrics. Monitor service delivery processes and identify opportunities for improvement.
  • Serve as the primary point of contact for clients receiving managed services. Build and maintain strong relationships with clients, understand their needs, facilitate key meetings, present deliverables, and address any concerns or issues in a timely manner.
  • Work closely with the Director, Resourcing to allocate resources accordingly and effectively to ensure adequate staffing levels and skill sets to meet client demands.
  • Manage resource schedules, workload distribution, and capacity planning.
  • Continuously evaluate and improve processes related to service delivery, incident management, problem resolution, and change management. Implement best practices and tools to streamline operations and enhance efficiency.
  • Identify and mitigate risks associated with service delivery, including security risks, compliance issues, and operational challenges. Develop and implement risk mitigation strategies to ensure the reliability and security of managed services.
  • Work closely with internal teams, such as delivery, sales, engineering, and support, to coordinate efforts and ensure seamless delivery of services. Collaborate with vendors and third-party providers as needed to support service delivery objectives.
  • Be an escalation point to any client tickets as necessary, facilitating communication and meeting to pull people together, identify problems, and collaborate in finding solutions.
  • Develop and maintain performance metrics and KPIs to measure the effectiveness of managed services. Generate regular reports on service performance, client satisfaction, and team productivity.
  • Identify and provide recommendations for process improvement and implement new ways of working.

Requirements

  • Bachelor's degree or equivalent in project management, computer science, information technology, or related field.
  • Proven experience in this role or a similar one, managing IT operations or managed services teams.
  • Capable of concurrently managing numerous clients and projects while effectively leading an efficient managed services team.
  • Strong leadership and team management skills, with the ability to motivate and inspire team members.
  • Excellent communication and interpersonal abilities, with the capacity to build rapport with clients and internal stakeholders.
  • In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL, and experience implementing ITIL practices.
  • Solid understanding of IT infrastructure, networks, security, and cloud technologies.
  • Proficiency in project management methodologies and tools.

Preferred Qualifications

  • Relevant certifications such as ITIL Foundation, PMP (Project Management Professional), Agile/Scrum certifications.
  • Vendor-specific certifications (e.g., AWS, Microsoft Azure, GCP).

About You

  • First and foremost, you are a passionate skilled professional and recognized for your depth and proficiency in managed services, IT, project management, and customer service.
  • You are incredible with clients at setting expectations and you strive to help find the best possible solutions to their day-to-day operations.
  • Comfortable working closely with clients, in a team setting, discussing technical and business requirements.
  • You are curious about learning and staying updated on industry trends, best practices, and emerging technologies, including software for monitoring, automation, security, analytics, and hardware infrastructure.
  • Comfortable collaborating with trusted vendors and partners to enhance service offerings, expand market reach, and strengthen the overall managed services portfolio.
  • Excellent organisational and time management skills, and can communicate project details, statuses and risks/gaps.
  • Able and keen to work in a very fast-paced, growth environment, being adaptable to change.
  • Excited about contributing to knowledge sharing and best practices.

About Appnovation

Appnovation's development teams are collaborative, friendly and open, and with varied work. We encourage development both professionally and personally. Aside from work, we offer a people and culture-orientated, fun and dynamic environment.

Here are a few more reasons why you should apply:

  • Work-life Balance
  • Lots of opportunities for personal and professional growth
  • Health Benefits Package
  • Mental Health Support
  • Personal Days Off
  • Fertility and Menopause Leave
  • Fitness Allowance
  • D,E&I Initiatives
  • And much more...