IT Service Delivery Expert

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeService Tempo inteiro R$105.000 - R$126.666

Evolving IT Services to Meet Business Needs

To achieve success, we are seeking a colleague who can join us on this journey and help shape the future of our company.

The IT Service Level Manager will play a crucial role in ensuring that all IT services meet agreed-upon service levels and performance standards.

Key responsibilities include:

  • Developing, negotiating, and handling Service Level Agreements with internal and external partners
  • Conducting regular reviews of SLAs to ensure they remain relevant and aligned with business needs
    • Maintaining a centralized and accessible Service Catalogue and being responsible for ITSM governance
      • Using data-driven insights to predict and prevent potential service disruptions and analyzing service performance and structured root cause analysis data to identify trends and areas for improvement
      • Managing capacity and delivery plans (internal and external teams)
      • Acting as the primary point of contact for all service-related issues and escalations and communicating service performance and improvement plans to partners
      • Leading initiatives to improve service delivery processes and enhance customer satisfaction and promoting user-centric innovation and staying updated with industry-standard methodologies and emerging trends in IT service management
      • This position requires managing all running costs of IT, always looking for saving opportunities, cost avoidance, and other ways to bring efficiency

Requirements:

  • Minimum of 10 years of experience in IT service management or a related role
  • Proven track record of managing SLAs and improving service delivery in a large organization and demonstrated success in managing SLAs, dashboards, vendor relationships, and governance reporting
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work effectively with cross-functional teams and manage multiple partners
  • Advanced English verbal and written skills; Spanish is a nice-to-have

We offer a range of benefits including diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan. We prioritize continuous improvement within a transformative environment, preparing for ongoing changes.

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