Global Service Delivery Manager

hace 3 semanas

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

Company Overview

Ingepsy is a Microsoft Gold Partner and a leader in Microsoft software implementations for medium to large organizations. We provide our clients with the ability to keep up with the ever-changing digital world by implementing Microsoft's Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line.

Job Description

We are seeking an experienced Service Delivery Manager to join our team. This individual will be responsible for providing end-to-end ownership of customer service contracts, building relationships with customers, and ensuring renewals year on year of managed service contracts.

Responsibilities

  • Provide end-to-end ownership of customer service contracts
  • Build relationships with customers to ensure renewals year on year of managed service contracts
  • Work across our ITIL-based services, incident, problem, change, and release management processes to ensure excellent customer experience
  • Coordinate effort and liaise between onshore, nearshore, and offshore teams
  • Ensure effective management and process controls are in place and escalation is effective where necessary
  • Act as a point of contact and escalation for contracted end customers
  • Track performance of services and prepare reporting on SLAs & KPIs
  • Produce regular management reports for customers and attend review meetings
  • Manage service improvement plans, inclusive of formalized creation and ownership with end customers

Requirements

  • Minimum of 7 years' service delivery management experience working within an IT Support/Managed Services environment
  • Good communication skills and an excellent command of the English language
  • Strong customer focus with the ability to operate at all contact levels, including senior manager/director level
  • Demonstrable problem-solving skills
  • Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
  • Organized and delivery-focused, with strong planning skills and process-driven
  • Superior time-management skills along with a strong sense of urgency
  • People-oriented, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
  • Able to work independently with minimal direction
  • ITIL certified

Estimated Salary: €60,000 - €80,000 per annum

Relocation Package Included: Visa and relocation package included for successful candidates

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