Job overview
we are seeking a highly skilled service delivery manager to join our team. As a key member of our information systems (is) department, you will be responsible for coordinating and supervising the delivery of is service line operations activities.
about the role
in this role, you will have the opportunity to showcase your expertise by ensuring continuous improvement and compliance. You will work closely with internal and external stakeholders to deliver high-quality services that meet our customers' expectations.
key responsibilities
* fulfilling service requests in accordance with service level agreements (slas)
* reviewing slas and corresponding service monitoring and controlling metrics to identify opportunities for improvement
* dedicating resources to monitor problem volumes, root cause analysis (rca) quality, solution timelines, and following up on potential improvement opportunities
* supporting major incident and critical situation resolution by finding the root cause of incidents, defining workarounds, and following up on fixing root causes
requirements
to be successful in this role, you will need:
* bachelor's degree in information technology or a related field
* english and spanish language proficiency (verbal and written skills)
* minimum 4+ years of relevant service management/operations experience in handling external partners and managing maintenance support activities
* sap functional/technical experience/knowledge is required
* itil certification is mandatory
* excellent stakeholder management skills, including interacting with multiple stakeholders within and outside the organization
* supplier management experience is desirable
* driving performance and service quality for run activities for engineering applications
* partner ecosystem management - manage partners for run activities compliance with quality & service agreements
* expertise in driving process improvements initiatives
* able to report to management and stakeholders in a clear and concise manner
* good working knowledge of ms office and powerbi reporting
what we offer
we offer a competitive compensation package, including benefits and opportunities for professional growth and development.
why join us?
we are a leading provider of innovative solutions, and we're committed to making a positive impact in the world. If you're passionate about delivering exceptional results and making a difference, join our team!