Service Delivery Executive

hace 2 semanas

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

We are seeking a skilled Service Delivery Manager to join our team at Endava Limited. This role will be responsible for ensuring the successful delivery of our services to clients, defining and shaping processes and tools to maintain and increase product value, and managing relationships between clients and our operational services teams.

Key Responsibilities
  • Client Relationship Management

Develop and maintain strong relationships with clients to understand their needs and expectations.

Service Design and Governance

Define and implement service designs that meet client needs, ensuring alignment with business objectives and strategic goals.

Operational Excellence

Develop and implement processes and tools to ensure efficient service delivery, monitoring, and reporting.

Service Transition and Improvement

Plan, manage, and execute service transitions, ensuring seamless delivery of services and continuous service improvement.

Commercial Management

Collaborate with clients to negotiate contracts, manage budgets, and ensure compliance with service level agreements (SLAs) and operational level agreements (OLAs).

Problem Management and Escalation

Identify, analyze, and resolve problems promptly, escalating to senior management as necessary to ensure minimal impact on clients.

Communication and Stakeholder Management

Communicate effectively with stakeholders, including clients, internal teams, and senior management, to ensure alignment, transparency, and timely issue resolution.

Requirements
  • Essential Skills
    • 5+ years of experience in IT service management, preferably with ITIL certification.
    • Proven track record of delivering high-quality services to clients, meeting or exceeding service level agreements (SLAs).
    • Strong communication, interpersonal, and stakeholder management skills.
    • Ability to work in a fast-paced environment, prioritizing tasks, and managing multiple projects simultaneously.
    • Excellent problem-solving and analytical skills, with a focus on continuous service improvement.
    • Proficiency in Microsoft Office, with experience in service management tools and technologies.
  • Desirable Skills
    • ITIL Foundation certification.
    • Experience in service design, transition, and improvement.
    • Knowledge of service management frameworks and methodologies.
    • Experience working with clients in a delivery-focused role.

What We Offer

  • Competitive salary package.
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.
  • Recognition and reward for outstanding performance.

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