Global Service Delivery Director

1 semana atrás

São Paulo, São Paulo, Brasil beBeeDelivery Tempo inteiro R$100.000 - R$120.000
Job Summary

We are seeking a highly skilled Global Service Delivery Director to lead our service delivery team.

This is a unique opportunity to work with a global organization, driving service excellence and delivering high-quality services to our customers.

The successful candidate will be responsible for creating service delivery and service management performance review presentations, collecting and interpreting service performance root cause analysis and corrective actions, and mentoring in technology and best practices.

  • Management of regional service support, including the provision of end-to-end IT support services to the business community, ensuring requirements are met within agreed service targets.
  • Hands-on role providing technical expertise and support to manage services, ensuring processes executed follow industry best practice (ITIL).

Key Responsibilities:

  • To provide on-site cover as a key link between off-shore and on-site teams, ensuring seamless communication and collaboration.
  • To be prepared to work out-of-hours when required and provide out-of-hours escalation support cover, demonstrating flexibility and adaptability.
  • To take steps to control attrition, identifying and implementing initiatives to improve employee engagement and retention.

Bulk Work Activities:

  • To act as an escalation point if agreed service levels are not met, resolving issues promptly and effectively.
  • To provide technical expertise and support to manage services, ensuring that all tasks are completed to a high standard.

Requirements:

  • Strong interpersonal skills and ability to translate IT technical language into everyday terms, communicating complex ideas simply and effectively.
  • Ability to interact with customers to ensure flexible, efficient, and responsive service, meeting their needs and exceeding their expectations.
  • Team worker, able to liaise with internal and external service functions, building strong relationships and partnerships.

Certifications/Training:

  • Experience in the management of multi-discipline teams in distributed locations, demonstrating leadership and coordination skills.
  • Experience of working in an operational environment alongside other technical and operational teams, showcasing adaptability and flexibility.

Habilidades:

  • Technical Skills:
    • Service Delivery Management experience within an ITIL environment, applying best practice and industry standards.
    • Leadership experience of onshore and remote teams, inspiring and motivating others to achieve their goals.
    • Vendor management skills with particular focus on tier 1 vendors, negotiating contracts and agreements.
  • People Management Responsibility:
    • Direct responsibility for employees, managing performance and development, and fostering a positive work culture.
    • Building and maintaining relationships with internal and external stakeholders and partners, ensuring effective communication and collaboration.
  • Partner Resource Governance:
    • Share weekly partner performance reports with analysis, tracking progress and identifying areas for improvement.
    • Lead partner governance calls and track action items, ensuring accountability and follow-through.

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