We are looking for an 5y+ Service Delivery Manager to oversee the delivery of technology services and ensure high-quality support to business stakeholders and clients.
The ideal candidate should have strong experience managing service delivery processes, coordinating technical teams, monitoring SLAs and KPIs, handling incidents and escalations, and driving continuous improvement initiatives.
This role requires excellent stakeholder management and communication skills, with the ability to act as the main point of contact between business teams, clients, and technical delivery teams. Experience working in complex, international environments and managing multiple priorities is highly desirable.
REQUIREMENTS:
FLUENT / ADVANCED ENGLISH
Experience in Application Management Services (AMS) and IT Service Delivery Management.
Strong understanding of IT service management processes and service delivery best practices.
ITIL certification preferred.
Experience managing client relationships, service performance, SLAs, and operational KPIs.
Strong communication, organizational, and problem-solving skills.
Ability to coordinate distributed teams and collaborate effectively with stakeholders across different geographies.
Description of activities:
Managing daily AMS operations and ensuring timely, high-quality resolution of incidents, service requests, and operational issues.
Monitoring service performance, SLAs, KPIs, and backlogs, identifying risks and implementing corrective actions where needed.
Acting as the primary point of contact for client stakeholders regarding service delivery, operational performance, and escalations.
Leading service review meetings and preparing regular service performance reports.
Coordinating resources and activities across distributed teams, ensuring effective collaboration between the Brazil-based team and US stakeholders.
Driving continuous improvement initiatives to optimize processes, increase efficiency, and enhance customer satisfaction.
Managing escalations and proactively addressing service delivery risks and recurring issues.
Supporting governance activities, ensuring adherence to established processes, procedures, and contractual commitments.
Identifying opportunities to improve service quality and strengthen client relationships.