IT Service Delivery Manager

4 semanas atrás

São Bernardo do Campo, São Paulo, Brasil Cadmus Tempo inteiro
IT Service Management Role

In this pivotal position, you will be responsible for overseeing the entire lifecycle of IT Service Requests, ensuring exceptional quality of fulfillment and confirming that customer IT needs are met. As a liaison between business partners and IT, you will bridge the gap between request submissions and service delivery.

We are seeking a professional who can establish working hours in a US time zone and possess excellent customer service skills.

Key Responsibilities:
  • Work closely with internal customers, technical teams, and vendors to ensure seamless service delivery.
  • Monitor open requests daily, ensuring they are handled expeditiously and within written SLAs.
  • Maintain a priority focus on new hire onboarding, ensuring all new employees have everything needed to begin work on their first day.
  • Deactivate employee accounts in a timely manner, logging and communicating improvement opportunities to management.
  • Provide request coordination duties, such as assigning tickets, reassigning tickets, and helping technicians prioritize and balance ticket volumes.
  • Log and communicate improvement opportunities to management for consideration.
  • Assist in managing Knowledge Articles for Service Requests.
  • Work with reporting to review and align on Service Request KPIs.
  • Collaborate with the Service Request team in weekly meetings.
  • Manage and maintain documentation as needed.
  • Assist with onboarding training for Service Request as needed.
Requirements:
  • English: Advanced or fluent.
  • Bachelor's degree in Information Systems or related field or equivalent work experience.
  • ITIL v3 or v4 Foundations preferred.
  • 2+ years of overall service management experience.
  • Exceptional customer service skills are a must.
  • Working knowledge of ITIL and/or ITSM.
  • Comfortable working in ServiceNow.
  • Strong technical analysis, planning, time management, and organizational skills.
  • Ability to set direction and approach and execute delivery.
  • Must be a Team Player and foster an environment of relationship building and collaboration in a positive and respectful manner.
  • Ability to influence peers and stakeholders.

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