Service Delivery-incident Manager

hace 2 meses

Bogotá Cundinamarca, Colombia Endava A tiempo completo

**Company Description**
Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product’s value and manage the relationship between the client and our operational services teams. We are responsible for organization and governance, service design, operational excellence, customer experience, and continuous service improvement.

In this area, the Incident Manager oversees the resolution of IT incidents, ensuring mínimal disruption to business operations. This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

**Responsibilities**:

- ** Incident Management**:

- Receive, log, and classify IT incidents.
- Coordinate incident response teams, assigning tasks and monitoring progress.
- Conduct root cause analysis to identify underlying issues.
- Implement corrective actions to prevent recurrence.
- Update stakeholders on incident status and resolution.
- ** Problem Management**:

- Identify recurring incidents and develop preventive measures.
- Work with relevant teams to implement changes to improve system stability.
- ** Knowledge Base Management**:

- Maintain a comprehensive knowledge base of known issues and solutions.
- Share knowledge with team members to improve response times.
- ** Reporting**:

- Generate incident reports and metrics.
- Analyze data to identify trends and areas for improvement.
- Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis
- Service Improvement Management: ensures Continual Service Improvement (CSI)
- Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- Acts as bridge between the client and internal operation managers.

**Qualifications**
- 4+ years of experience
- Experience working in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
- Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Excellent written and spoken English.
- Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
- Strong understanding of IT infrastructure and operations.
- Experience with incident management tools and methodologies (e.g., ITIL).
- Problem-solving and analytical skills.
- Knowledge of scripting languages (e.g., Python, Bash) is a plus.

**Additional Information**
Discover some of the global benefits that empower our people to become the best version of themselves:

- ** Finance**: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
- ** Career Development**: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
- ** Learning Opportunities**:Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
- ** Work-Life Balance**: Hybrid work and flexible working hours, employee assistance programme;
- ** Health**: Global internal wellbeing programme, access to wellbeing apps;
- ** Community**: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

  • IT Service Delivery Manager

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

    Job SummaryWe are seeking a skilled IT Service Delivery Manager to oversee the resolution of IT incidents and ensure minimal disruption to business operations.This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.The ideal candidate will have a strong understanding of IT...

  • IT Service Delivery Manager

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia Dek Technologies A tiempo completo

    At Dek Technologies, we're harnessing technology to drive meaningful change. Our Service Delivery team ensures the delivery of our services to clients and their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services...

  • Application Service Delivery Manager

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia SGS A tiempo completo

    Job Title: Application Service Delivery ManagerThe Application Service Delivery Manager is responsible for overseeing the lifecycle of corporate IT applications at SGS, ensuring commitments are met and value is delivered.Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing improvements. The...

  • IT Service Delivery Manager

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

    Job OverviewAt Endava Limited, we are harnessing technology to drive meaningful change. Our Service Delivery team ensures the delivery of our services to our clients and from our clients to their customers. We define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client...

  • Service Delivery Manager

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Endava A tiempo completo

    Job DescriptionAt Endava, we're looking for a skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring the delivery of our services to our clients and from our clients to their customers. You will define and shape the best processes and tools for the client to maintain and increase a product's...

  • Service Delivery Manager

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

    Job OverviewAt Endava Limited, we are seeking a skilled Service Delivery Manager to join our team. As a key member of our service delivery team, you will be responsible for ensuring the successful delivery of our services to our clients and their customers.Key Responsibilities:Develop and maintain strong relationships with clients and internal...

  • Application Service Delivery Manager

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia SGS A tiempo completo

    Job Title: Application Service Delivery ManagerAt SGS, we are seeking an experienced Application Service Delivery Manager to oversee the lifecycle of corporate IT applications. This role is responsible for ensuring the successful delivery of IT services, managing service risks, and promoting continuous improvement.Key Responsibilities:Manage service delivery...

  • Application Service Delivery Manager

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia SGS A tiempo completo

    **Company Description** We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. **Our 99,600 employees operate a network of 2,600 offices and laboratories**, working together to enable a better, safer and more interconnected world. Key...

  • Service Delivery Manager

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

    Service Delivery ManagerAt Endava Limited, we're harnessing technology to drive meaningful change. As a Service Delivery Manager, you'll play a crucial role in ensuring the delivery of our services to clients and their customers.Key Responsibilities:Develop and maintain strong client relationshipsContractual Management: participate in client and internal...

  • Incident Manager

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia DEK Technologies A tiempo completo

    **Company Description**: - Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent...

  • Service Delivery Manager

    hace 3 semanas

    Bogotá, Bogotá D.E., Colombia Endava A tiempo completo

    Job DescriptionAt Endava, we are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring the delivery of our services to our clients and from our clients to their customers.Key Responsibilities:Developing Client Relationships: Build and maintain strong relationships with our...

  • Service Delivery Manager

    hace 3 días

    Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo

    Job Title: Service Delivery ManagerAbout the Role:Anthology Inc is seeking a highly skilled Service Delivery Manager to join our Customer Services team. As a Service Delivery Manager, you will be responsible for providing exceptional customer support, project management, communication, and documentation to our customers.Key Responsibilities:Act as the...

  • Application Service Delivery Manager

    hace 7 días

    Bogotá, Bogotá D.E., Colombia SGS A tiempo completo

    The Application Service Delivery Manager at SGS oversees the lifecycle of corporate IT applications, ensuring commitments are met and value is delivered. Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing improvements. The manager ensures services have adequate capacity and performance by...

  • Service Delivery Manager

    hace 3 días

    Bogotá, Bogotá D.E., Colombia Endava A tiempo completo

    Job DescriptionAt Endava, we are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring the delivery of our services to our clients and from our clients to their customers.Key Responsibilities:Developing Client Relationships: You will develop and maintain strong relationships...

  • Application Service Delivery Manager

    hace 2 semanas

    Bogotá, Colombia SGS A tiempo completo

    Job Description The Application Service Delivery Manager (ASDM) oversees the lifecycle of corporate IT applications at SGS, including maintenance, development, and deployment, ensuring commitments are met and value is delivered. Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing...

  • Application Service Delivery Manager

    hace 4 días

    Bogotá, Colombia SGS A tiempo completo

    Job Description The Application Service Delivery Manager (ASDM) oversees the lifecycle of corporate IT applications at SGS, including maintenance, development, and deployment, ensuring commitments are met and value is delivered. Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing...

  • Service Delivery Manager

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia DEK Technologies A tiempo completo

    **Company Description**: - Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent...

  • Service Delivery Manager

    hace 2 meses

    Bogotá, Cundinamarca, Colombia Endava A tiempo completo

    **Company Description** Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent...

  • Service Delivery Manager

    hace 2 días

    Bogotá, Cundinamarca, Colombia Anthology, Inc. A tiempo completo

    **Service Delivery Manager** **Remote - Colombia** **ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED** **The Opportunity**: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple...

  • Service Delivery Manager

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo

    Job Title: Service Delivery ManagerAt Anthology Inc, we are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for delivering exceptional services to our customers, ensuring their needs are met, and exceeding their expectations.Key Responsibilities:Act as the central point-of-contact for...