Delivery Manager

2 semanas atrás

São Paulo, São Paulo, Brasil Appnovation Tempo inteiro
About Us

Appnovation is a global digital partner that combines strategy, experience, and design, engineering, and managed services. We build digital solutions that deliver real impact today and serve as foundations for future growth.

Job Summary

The Manager for Delivery of Managed Services oversees the operations and delivery of managed services to clients. This role involves managing a team responsible for providing ongoing support, maintenance, and monitoring of IT infrastructure, applications, and systems as per service level agreements (SLAs) / (SLOs).

Key Responsibilities
  1. Lead and manage a team of professionals responsible for delivering managed services. Provide guidance, mentorship, and support to team members to ensure high performance and job satisfaction.
  2. Oversee the delivery of managed services to clients, ensuring adherence to SLOs/SLAs, service quality, and performance metrics. Monitor service delivery processes and identify opportunities for improvement.
  3. Serve as the primary point of contact for clients receiving managed services. Build and maintain strong relationships with clients, understand their needs, facilitate key meetings, present deliverables, and address any concerns or issues in a timely manner.
  4. Work closely with the Director, Resourcing to allocate resources accordingly and effectively to ensure adequate staffing levels and skill sets to meet client demands.
  5. Manage resource schedules, workload distribution, and capacity planning.
  6. Continuously evaluate and improve processes related to service delivery, incident management, problem resolution, and change management. Implement best practices and tools to streamline operations and enhance efficiency.
  7. Identify and mitigate risks associated with service delivery, including security risks, compliance issues, and operational challenges. Develop and implement risk mitigation strategies to ensure the reliability and security of managed services.
  8. Work closely with internal teams, such as delivery, sales, engineering, and support, to coordinate efforts and ensure seamless delivery of services. Collaborate with vendors and third-party providers as needed to support service delivery objectives.
  9. Be an escalation point to any client tickets as necessary, facilitating communication and meeting to pull people together, identify problems, and collaborate in finding solutions.
  10. Develop and maintain performance metrics and KPIs to measure the effectiveness of managed services. Generate regular reports on service performance, client satisfaction, and team productivity.
  11. Identify and provide recommendations for process improvement and implement new ways of working.
Requirements

The ideal candidate will have a Bachelor's degree or equivalent in project management, computer science, information technology, or a related field. Proven experience in this role or a similar one, managing IT operations or managed services teams is required.

The candidate should be capable of concurrently managing numerous clients and projects while effectively leading an efficient managed services team. Strong leadership and team management skills, with the ability to motivate and inspire team members, are essential.

Excellent communication and interpersonal abilities, with the capacity to build rapport with clients and internal stakeholders, are required. In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL, and experience implementing ITIL practices are also necessary.

Solid understanding of IT infrastructure, networks, security, and cloud technologies is required. Proficiency in project management methodologies and tools is also essential.

What We Offer

Appnovation offers a collaborative, friendly, and open work environment. We encourage development both professionally and personally. Here are a few more reasons why you should apply:

  • Work-life Balance
  • Lots of opportunities for personal and professional growth
  • Health Benefits Package
  • Mental Health Support
  • Personal Days Off
  • Fertility and Menopause Leave
  • Fitness Allowance
  • D,E&I Initiatives
  • And much more...

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