Service Delivery Manager

hace 4 semanas

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

Job Description

At 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 with our clients, understanding their needs and expectations.
  • Contractual Management: You will actively participate in client/internal contract negotiations, ensuring that agreements are fair and beneficial to both parties.
  • Service Design: You will develop and implement service design requirements, ensuring that services meet client needs and expectations.
  • Cost Estimation: You will contribute to estimating costs, timescales, and resource requirements for service delivery.
  • Service Governance: You will evaluate the status of services provided, ensuring that they meet client expectations and contractual obligations.
  • Process Management: You will establish and maintain processes required for service delivery, ensuring that they are efficient and effective.
  • Commercial Management: You will assist with planning and managing the overall financial budget, ensuring that it is aligned with business objectives.
  • Customer Experience: You will monitor and influence improved customer experience, ensuring that clients are satisfied with our services.
  • Problem Management: You will contribute to addressing problems in a timely manner, minimizing their impact on clients.
  • Service Transition: You will ensure that new services or changes in services are transitioned into support according to established processes.
  • Business Continuity: You will work closely with clients to develop business continuity plans, ensuring that they are prepared for disruptions.
  • Service Improvement: You will ensure Continual Service Improvement (CSI), identifying areas for improvement and implementing changes.

Qualifications:

  • 5+ years of experience in service delivery
  • 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 to senior IT Managers and CIOs
  • Highly efficient and well-organized, with demonstrable experience producing written service delivery material
  • Managing multiple work streams, internal resources, and dynamic client priorities
  • Excellent written and spoken English
  • Nice to have Portuguese skills
  • Able to write clear and articulate reports
  • Diplomatic and able to remain calm under pressure

Additional Information:

At Endava, we offer a range of benefits that empower our people to become the best version of themselves, including:

  • 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 programs 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 program
  • Health: Global internal wellbeing program, access to wellbeing apps
  • Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programs, events and celebrations

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