Service Delivery Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the provision of technology services while ensuring top-notch support for business stakeholders and clients.

• Manage daily AMS operations to guarantee timely and high-quality resolution of incidents, service requests, and operational challenges.

• Monitor service performance metrics, SLAs, KPIs, and backlogs; identify potential risks and implement necessary corrective measures.

• Serve as the main point of contact for client stakeholders concerning service delivery, operational performance, and escalations.

• Lead service review meetings and compile regular reports on service performance.

• Coordinate resources and activities among distributed teams, ensuring effective collaboration between the Brazil-based team and US stakeholders.

• Drive initiatives for continuous improvement to optimize processes, enhance efficiency, and increase customer satisfaction.

• Manage escalations and proactively tackle risks associated with service delivery and recurring issues.

• Support governance activities and ensure compliance with established processes, procedures, and contractual obligations.

• Identify opportunities to enhance service quality and strengthen relationships with clients.

⛳️ Requirements

• A minimum of 5 years of experience as a Service Delivery Manager.

• Fluent or advanced proficiency in English.

• Background in Application Management Services (AMS) and IT Service Delivery Management.

• Solid understanding of IT service management processes and best practices in service delivery.

• ITIL certification is preferred.

• Proven experience in managing client relationships, service performance, SLAs, and operational KPIs.

• Excellent communication, organizational, and problem-solving abilities.

• Capability to coordinate distributed teams and collaborate effectively with stakeholders from various regions.

• Experience in complex, international settings and managing multiple priorities is highly desirable.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.