IT Service Delivery Lead
hace 2 meses
We are looking for an IT Manager with a solid track record and international experience to join our elite team. If you are passionate about telecommunications and have exceptional skills in managing IT projects, we want to meet you.
The Service Team Leader focuses on Service Management, Application Support, QA Support, and Application Development and is crucial for overseeing and coordinating various aspects of IT service delivery and application development within an organization. This position requires a strong understanding of IT service management principles, application support practices, quality assurance processes, and application development methodologies. As a Service Team Leader, you will collaborate with cross-functional teams to ensure efficient service delivery, timely application support, effective quality assurance practices, and successful application development initiatives.
Service Management: Develop and implement IT service management strategies, processes, and policies in alignment with industry best practices (e.g., ITIL).Oversee incident management, problem management, change management, and service request management processes.Collaborate with internal teams and external vendors to ensure effective service delivery, adherence to service level agreements (SLAs), and continuous service improvement.Monitor service performance metrics, analyze trends, and identify areas for improvement. Application Support: Quality Assurance (QA) Support: Manage the application support team responsible for handling incidents, troubleshooting issues, and providing timely resolutions.Coordinate with software developers, infrastructure teams, and business users to ensure smooth application operation and availability.Prioritize and triage support tickets, ensuring proper categorization, tracking, and escalation as per defined processes.Collaborate with development teams to address recurring issues, analyze root causes, and implement long-term solutions.Provide guidance and support to the support team, ensuring their professional growth and continuous improvement.Collaborate with the QA team to define and implement testing strategies, methodologies, and processes.Provide support and guidance to the QA team in test planning, test case design, and test execution.Review and assess application designs and functional specifications to ensure testability and adherence to quality standards.Coordinate with business stakeholders to identify and prioritize testing requirements and ensure adequate coverage.Monitor and report on the quality of deliverables, track defects, and drive their timely resolution. Application Development: Incident and Problem Management: Lead the application development initiatives, including requirements gathering, design, coding, testing, and deployment.Collaborate with business stakeholders to understand application needs, align development efforts with business objectives, and prioritize development projects.Manage a team of software developers, assigning tasks, setting priorities, and monitoring progress to ensure timely delivery of high-quality applications.Ensure adherence to coding standards, best practices, and quality guidelines during the development process.Provide technical expertise and guidance to the development team, assisting with complex problem-solving and identifying innovative solutions.Lead the incident management process, ensuring proper ticket handling, escalation, and timely resolution.Facilitate the problem management process, overseeing root cause analysis, implementing preventive measures, and driving process improvements.Collaborate with relevant teams to identify and address systemic issues impacting application performance and stability. Relationship Management: Foster strong relationships with key stakeholders, including business users, development teams, infrastructure teams, and vendors.Collaborate with internal and external stakeholders to understand their needs, address concerns, and ensure effective communication.Manage vendor relationships related to application support, quality assurance, and application development, including contract negotiations, service level agreements, and performance evaluations.
What we are looking for?
International Experience: Minimum of 5 years leading IT projects in multinational environments.Education: Professional in Systems and Telecommunications Engineering or a related field.Certifications: Scrum Master Professional Certified, Cisco Certified Specialist Enterprise Core, ITIL4 Certified, CCNP-Cisco Certified Network Professional (Route & Switch).Advanced English language proficiency (C1).
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