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Service Delivery Manager

工作職能: Digital

職位類別: Permanent

僱傭類別: Full - Time

位置: Benito Juarez

國家: Mexico

                         Service Delivery Manager - Integration

Responsibilities:

  • Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Demonstrated ability to manage Integration Operations and strong ability to influence others
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
  • Collaborate with application and infrastructure teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams
  • Advocate for the RUN team

Licenses and Certifications preferred:

§  ITIL V4 certified

Skills:

  • Proficiency in leading both physical and virtual teams
  • Innovator with quick absorption of new technologies; strong understanding of technology solutions
  • Strong interpersonal skills with ability to work as a member of cross functional teams
  • Experience in dealing with third-party provided services
  • Operational ability in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
  • Expertise in people management and leadership
  • Strong organizational skills
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving skills
  • Excellent analytical, organization, analysis, and problem – solving skills
  • Experience working with onsite and offshore AMS providers

Technical Skills:

  • Skilled in using Service Now
  • A curious learner who takes initiative and things outside the box
  • An entrepreneur who identifies new opportunities
  • A self-starter with an interest in solving business challenges
  • A collaborator willing to work in a multi-country, transparent environment
  • An excellent AMS providers manager
  • An expert in follow up strategies
  • Excellent verbal and written communication skills
  • Ideally multi-lingual

§  Hands on/working knowledge in any of the following technologies is a huge plus:

o   CA API Gateway 9.x (formerly Layer7) and/or Apigee

o   Tibco ESB 6.x

o   Informatica PowerCenter 9.6 or higher

o   IBM Sterling / Connect Direct

o   Microsoft SQL Server 2008 or higher

o   SAP PI 7.3 and higher (XI/PO)

o   Cloud Computing (AWS/Azure)

o   JAVA

o   APIGEE X / Edge

Soft Skills: