Vaga de Service Delivery Manager
1 vaga: | Publicada em 30/06
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We are seeking a dynamic and experienced Service Delivery Manager to join our
team. The Service Delivery Manager will be responsible for overseeing the delivery
of our services to clients, ensuring high-quality performance, and maintaining
strong customer relationships.
Key Responsibilities
Develop and implement robust service delivery frameworks to enhance client support
and project management efficiency.
Define and implement service delivery processes and procedures to optimize
efficiency and quality.
Manage client relationships, handling escalations, resolving issues, and ensuring
client satisfaction through effective communication and negotiation.
Collaborate with cross-functional teams, including sales, engineering, and
support, to ensure the successful delivery of services.
Monitor and report on team performance, ensuring adherence to Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs), and guaranteeing that
services are consistently delivered in accordance with established standards.
Lead a highly qualified team responsible for understanding customer needs in
addition to providing necessary technical support.
Actively seek feedback from clients and internal teams to identify areas for
enhancement and implementing initiatives to drive ongoing improvement.
Identify potential risks to service delivery, developing mitigation strategies,
and ensuring proactive measures are in place to minimize disruptions to client
services.
Stay updated on industry trends and best practices in the technology services
industry, continuously seeking ways to enhance the company's service delivery
operations.
Requirements
Bachelor's degree in Computer Science, Information Systems, Administration with a
focus on technology, or equivalent experience;
Proven experience in service delivery management and team management involving
critical and high availability environments;
Experience with distributed systems, streaming, high-performance web servers,
storage, cloud servers, and big data;
Understanding of network and operating systems functioning;
Strong understanding of the processes and procedures involved in technology
service delivery.
Advanced English;
Intermediate Spanish;
Preferred Qualifications
Experience in TCP/IP, HTTP/HTTPS;
Knowledge and Experience with ITIL (Information Technology Infrastructure
Library);
Experience in customer service across different markets (BR, LATAM, or US);
Knowledge of Edge and/or Cloud environments (Azion, Akamai, AWS, Azure,
Cloudflare, Fastly, among others) will be considered an advantage.
Skills
Excellent communication and interpersonal skills, with the ability to effectively
interact with clients and internal teams at all levels.
Solid project management skills, with the ability to manage multiple projects
simultaneously and deliver results within tight deadlines.
Strong leadership and team management skills, with the ability to motivate and
inspire team members to achieve their goals
Proven ability to solve complex problems and make sound decisions in a fast-paced
environment.
Highly organized with strong attention to detail and a commitment to quality.
Azion is a company that offers an edge computing platform that allows businesses
to create and run serverless applications closer to end-users and devices, whether
at the network edge, locally, or in any cloud. Azion tackles complex computing and
network challenges, including availability, performance, scalability, and security
for critical services. Our clients are in various sectors such as finance,
e-commerce, and education, and we offer a portfolio of competitive Edge Computing
products. We work to help build the future of the hyperconnected economy.
At Azion, you will find an inclusive and welcoming work environment where all
applications are valued, regardless of background, gender, sexual orientation,
age, disability, or religion. We believe that diversity is one of the pillars of
our success, and respect is the foundation of all our relationships.
Come join the Azion team. We look forward to meeting you and embarking together on
a path to success in technology!