IT Service Excellence Manager

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeServiceDelivery Tempo inteiro US$118.457 - US$141.998

IT Service Delivery Manager Position

We are seeking a highly skilled IT Service Delivery Manager to oversee the delivery of high-quality IT services that meet customer expectations and business objectives.

The successful candidate will be responsible for ensuring that all IT services meet the agreed-upon service levels and performance standards. This involves managing Service Level Agreements (SLAs), supervising service performance, and working closely with both internal teams and external vendors to ensure excellent service delivery.

  • Develop, negotiate, and manage SLAs with internal and external partners and supervise and report on service performance against SLAs.
  • Conduct regular reviews of SLAs to ensure they remain relevant and aligned with business needs.
  • Maintain a centralized and accessible Service Catalogue and be responsible for ITSM governance, including incident, change, problem, and transition management.
  • Use data-driven insights to predict and prevent potential service disruptions and analyze service performance and structured root cause analysis data to identify trends and areas for improvement.
  • Manage capacity and delivery planning for internal and external teams.
  • Act as the primary point of contact for all service-related issues and escalations and communicate service performance and improvement plans to stakeholders.
  • Lead initiatives to enhance service delivery processes and improve customer satisfaction by promoting user-centric innovation and staying updated with industry-standard methodologies and emerging trends in IT service management.

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