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senior service delivery manager

Service Delivery Management, Incident Management (ITSM), Problem Management (ITSM), Project Team Management, Change management, Product Management

We're on the lookout for an adept Senior Service Delivery Manager to strengthen our remote team.

The role involves working intimately with client-side stakeholders to ensure our services are delivered in a timely and efficient manner. Your responsibilities also encompass identifying areas for improvement and implementing processes such as incident management and change management. A strong understanding of both functional and technical requirements, coupled with your expertise in support management, is crucial to excel in this role.

  • Leading a Scrum team and managing the organization
  • Bridging communication gaps between L2 and L3 support
  • Pinpointing areas for platform improvement and instigating processes like incident management and change management
  • Facilitating the creation of plans and roadmaps
  • Monitoring progress and regularly reporting status
  • Executing the issues escalation process
  • Collaborating effectively with delivery teams for smooth project completion
  • Establishing SRE communication loops of improvements (RCAs, Post Mortems, Retrospectives)
  • Ensuring the project aligns with success criteria
  • A minimum of 4 years of experience in project management and service delivery
  • Familiarity with ITIL processes, including change management, incident management, and problem management
  • Effective communication skills with key client-side stakeholders
  • Prior experience in support management, with a concentration on incident and problem management
  • Proficiency in understanding both functional and technical requirements
  • Proven leadership skills and the capability to lead by example
  • Experience in a multicultural environment
  • Advanced proficiency in English, with superior verbal and written communication skills
nice to have
  • A technical background in application development
  • Experience in software architecture

benefits for locations

For you
  • Prepaid Medicine with Colsanitas for you and your legal dependents 
  • MetLife Life Insurance for you 
  • Thousands of projects for top brands
  • Stable income
For your comfortable work
  • 100% remote work forever
  • Free licensed software
  • Possibility to work on your own device (BYOD)
  • Stable workload
  • Flexible engagement models
For your growth
  • Free trainings for technical and soft skills
  • Free access to LinkedIn Learning platform
  • Support from a personal Skill Advisor
  • Language courses
  • Free access to internal and external e-Libraries
  • Access to internal communities and competency centers
  • Certification opportunities
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