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service delivery manager

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

We are searching for a Service Delivery Manager to become an integral part of our remote team.

Your role will involve working hand in hand with significant stakeholders from the client side, ensuring services are delivered in a timely and effective manner. You will also be tasked with pinpointing areas for improvement and introducing processes such as incident management and change management. Your comprehension of both functional and technical requirements, coupled with experience in support management, will be key to your success in this position.

responsibilities
  • Spearheading a Scrum team and overseeing the organization
  • Bridging the communication gap between L2 and L3 support
  • Identifying potential improvements for the platform and introducing processes like incident management and change management
  • Facilitating the creation of plans and roadmaps
  • Monitoring progress and regularly reporting on status
  • Executing the process for escalating issues
  • Collaborating seamlessly with delivery teams for efficient project completion
  • Establishing SRE communication loops for improvements (RCAs, Post Mortems, Retrospectives)
  • Ensuring projects meet success criteria
requirements
  • At least 3 years' experience in project management and service delivery
  • Familiarity with ITIL processes, including change management, incident management, and problem management
  • Proficiency in communicating effectively with key stakeholders from the client side
  • Experience in support management, focusing on incident and problem management
  • Capability to comprehend both functional and technical requirements
  • Proven leadership skills and the ability to lead by example
  • Experience working in a multicultural environment
  • Advanced proficiency in English, boasting excellent verbal and written communication skills
nice to have
  • Technical background in application development
  • Experience in software architecture

benefits for locations

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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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