Service Delivery Manager

hace 5 días

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: Build and maintain strong relationships with our clients to understand their needs and deliver high-quality services.
  • Contractual Management: Participate in client/internal contract negotiations to ensure mutually beneficial agreements.
  • Service Design: Develop and implement service design requirements to meet client needs.
  • Cost Estimation: Collaborate with teams to estimate costs, timescales, and resource requirements for service delivery.
  • Service Catalogue Management: Establish, agree, and update the Service Catalogue with contracted services.
  • Service Governance: Evaluate service status, including SLA management and other contractual metrics.
  • Process Management: Establish and maintain processes required for client service delivery.
  • Monitoring and Reporting: Monitor, measure, and report on regular activities subject to contractual agreement or service management processes.
  • Commercial Management: Assist in planning and managing the overall financial budget to minimize risk and maximize profitability.
  • Customer Experience: Monitor and influence improved customer experience through CSAT.
  • Problem Management: Contribute to timely problem resolution with minimal impact.
  • Service Transition Management: Ensure new services or changes are transitioned into support according to established processes.
  • Business Continuity Management: Work closely with clients on business continuity, participating in risk management and impact analysis.
  • Service Improvement Management: Ensure Continual Service Improvement (CSI).

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:

  • 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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