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Service Delivery Manager

hace 1 mes

Bogotá, Bogotá D.E., Colombia DEK Technologies A tiempo completo
About DEK Technologies

We harness technology to drive meaningful change. Our team combines world-class engineering, industry expertise, and a people-centric mindset to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

Job Description

We are seeking a skilled Service Delivery Manager to ensure the delivery of our services to clients and their customers. This role involves defining and shaping best practices and tools for clients to maintain and increase product value, as well as managing relationships between clients and our operational services teams.

Key Responsibilities:

  • Develop and maintain strong client relationships
  • Participate in client and internal contract negotiations
  • Produce service design requirements
  • Contribute to estimating costs, timescales, and resource requirements for successful service delivery
  • Manage the service catalogue, ensuring it is established, agreed with clients, and updated with contracted services
  • Evaluate service status, including SLA management and other contractual or non-contractual metrics
  • Establish and maintain processes required for client services
  • Monitor, measure, and report on regular activities subject to contractual agreement or service management processes
  • Assist with planning and managing the overall financial budget to minimize risk and maximize profitability
  • Monitor and influence improved customer experience
  • Contribute to addressing problems in a timely manner with minimum impact
  • Ensure new services or changes in services are transitioned into support according to established processes
  • Work closely with clients on business continuity, participating in planning and implementation of risk management and impact analysis
  • Ensure Continual Service Improvement (CSI)
  • Participate in defining countermeasures and contingency arrangements for serious disruption of IT services
  • Act as a bridge between clients and internal operation managers
Requirements
  • 5+ years of experience in delivering 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 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
Benefits

Discover 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 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