IT Service Delivery Specialist

Há 3 dias

São Paulo, São Paulo, Brasil beBeeOperations Tempo inteiro R$60.000 - R$90.000
Job Title: Operations Service Excellence ManagerWe are seeking a skilled professional to oversee the IT remote service desk operations, ensuring efficient and effective delivery of IT services to meet the needs of our organization.The ideal candidate will have experience with SaaS products and solid knowledge of Service Delivery Operations.They will be responsible for managing daily operations, monitoring performance, and implementing continuous improvements to enhance efficiency and service quality.This role requires strong leadership and communication skills, as well as the ability to build and maintain relationships with internal and external stakeholders.The successful candidate will be able to develop and implement service delivery strategies that align with our organization's objectives and ITIL best practices.Key Responsibilities:
  • Oversee Remote Service Desk Operations: Manage the daily operations of the IT remote service desk, ensuring timely and effective resolution of IT issues.
  • Performance Monitoring: Monitor service desk performance through key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
  • Incident and Request Management: Ensure all incidents and service requests are accurately logged, prioritized, and resolved in accordance with service level agreements (SLAs).
  • Continuous Improvement: Identify areas for improvement in service desk processes and implement changes to enhance efficiency and service quality.
  • Team Management: Lead, mentor, and develop a team of remote service desk support professionals.
  • Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of the team.
  • Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, ensuring their IT needs are met.
  • Service Review Meetings: Conduct regular service review meetings with key stakeholders to discuss service performance and areas for improvement.
  • Customer Feedback: Gather and analyze customer feedback to identify trends and make data-driven improvements to IT services.
  • Service Strategy: Develop and implement service delivery strategies that align with our organization's objectives and ITIL best practices.
  • Budget Management: Manage costs associated with remote service desk and onsite support operations.
  • Technology Implementation: Evaluate and implement new technologies and tools to improve service delivery and support capabilities.
  • Risk Management: Identify and mitigate risks associated with service delivery, ensuring business continuity and compliance with relevant regulations.
Requirements:
  • Experience with SaaS products (ServiceNow, Remedy, JIRA, etc.).
  • Solid knowledge of Service Delivery Operations.
  • Knowledge: Windows platform, Intel based personal computer, Server types & roles, IP phones, Mobile devices.
  • Languages: fluent English.
  • Education: Bachelor's degree in information technology, Computer Science, or a related field.

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