IT Service Delivery Expert

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeService Tempo inteiro R$150.000 - R$200.000
Job Description

We are seeking a highly skilled IT Service Delivery Manager to oversee the delivery of high-quality services to our stakeholders. As a key member of our team, you will be responsible for ensuring that service providers meet their contractual obligations and that service performance is transparent.

You will act as a liaison between our organization and external service providers, ensuring that services are delivered in accordance with agreed-upon service levels and quality standards. Your expertise in IT service management, contract management, and negotiation will be crucial in driving continuous improvement initiatives and identifying areas for growth.

This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. You must be able to effectively manage multiple priorities, work collaboratively with cross-functional teams, and demonstrate a customer-centric approach to service delivery.

Key Responsibilities:

  • Ensure measurability of infrastructure service performance for external and internal service providers.
  • Monitor and analyze service provider performance.
  • Manage service level and service level credits.
  • Represent our organization in provider service review meetings.
  • Create transparency on service performance adherence to agreed service levels service quality and financial performance for our external and internal services.
  • Act as escalation point for our service owners towards external service providers.
  • Support our service owners in contract interpretations.
  • Support creation of new service contracts and service level definitions.
  • Drive continuous service improvement initiatives.

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