SDM - Service Delivery Management

A FCamara está em busca de um(a) Service Delivery Management para atuar em parceria com uma empresa global de serviços de Tecnologia. Trazendo um universo de possibilidades para simplificar o dia a dia de pessoas e negócios.

Responsabilidades e atribuições

• Ensure Service Delivery adheres to established internal and Client processes.
• Develop and deliver audience-appropriate communications to varying levels of Client stakeholders.
• Manage risks and issues related to Client service delivery.
• Track action items through to closure and document decisions arising from those actions.
• Maintain comprehensive release schedules and regularly communicate these to Clients.
• Manage required client project Margin Targets by effective resource utilization.
• Effective Demand Management through prioritization of tickets and escalations.
• Establish and lead recurring governance meetings with Client including preparation of materials.
• Review key service reports and metrics with Clients to properly align expectations.
• Be a pro-active contributor to a support organization which is running 24x7x365. This will require the ability to work flexible hours, including evenings, weekends, and holidays, and monitoring email regularly outside standard business hours.
• Drive Continuous Service Improvements by providing feedback about improvement opportunities to internal service/product teams.
• Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets.
• Align with the client's business strategy and needs to ensure that Rimini Street is providing the most relevant and valuable service and communicate those needs throughout the Service Delivery Teams.
• Partner closely with Regional Managers of the Support Engineers/Consultants to ensure that the right set of skills are available to service client needs.
• Monitor response, update, and resolution SLAs to ensure delivery and high client satisfaction.
• Understand client environments and ensure changes/updates to the same are reflected in operational documentation.
• Provide expertise, guidance, and participation during the Service Transition of Clients.
• Develop and contribute to the reporting and measurement of Performance Management targets.
• Communicate effectively across organizations within Rimini Street (e.g., sales, marketing, account management, support, etc.)
• Assist in the organized knowledge transfer from key Client stakeholders and incumbent service providers to Rimini Street AMS team.
• Act as a contact for Client emergency situations and escalation management.

Requisitos e qualificações

Experience

• 10+ years of broad technology industry experience
• 5+ years direct SDM experience within an ITIL-aligned managed services organization required.
• Proven leadership, resource management, and financial management skills within a managed services organization required.
• Demonstrable history of managing service levels and customer relationships within a distributed service delivery managed services organization.
• Working knowledge of at least one enterprise-class ERP Application (i.e. SAP, Oracle EBS, or others) preferred.
• Hands-on experience with a major ITSM platform such as ServiceNow required.
• ITIL Foundations certification; advanced ITIL certification preferred.
• Communication to a business level in a non-English language, while not a requirement, would be beneficial.

Informações adicionais

Aqui somos #SangueLaranja

Estamos há 17 anos no mercado, lado a lado com nossos clientes, proporcionando experiências transformadoras.

Somos um ecossistema de tecnologia e inovação, com expansão global; Além do Brasil estamos presentes na Europa e Reino Unido com escritórios em Portugal, Londres, Dubai e Holanda.

F de Formação: acreditamos na prática da cultura do compartilhamento, no senso de comunidade, e que o conhecimento

tem o poder da transformação

Possuímos iniciativas, e ações sociais, que promovem o desenvolvimento, como a comunidade tech Orange Juice, o Programa de Formação,

nossa escola de liderança e diversas parcerias com ONGs e Edtechs.

Na FCamara todos são bem-vindos, para nós, Diversidade, Respeito e Ética, são elementos inegociáveis e fazem parte do nosso DNA.

E aí, está pronto para fazer parte de um time incrível e ser protagonista da própria história?