As a member of the Tech Services and IT Security, the Service Delivery Manager will report to the Head of Tech Services and IT Security and will assure a determining role in the pricing, implementation and the follow-up of a framework to deliver Infrastructure services that meet the customers' needs and the standards of the Group. He/she will lead the implementation of a catalog of services, SLAs, standardization of the services, management of processes and associated methodology (ITIL and implementation of CMMI), definition and implementation of KPIs, and strongly contribute to organizing the department in a shared model.
He/she will focus on keeping clients satisfied with the company's services in coordination with the delivery teams and their respective leaders, tracking service metrics, and helping lead the professionals responsible for getting services delivered to clients. Additionally, as part of the management of Tech Services and IT Security, he/she will contribute to the construction and evolution of the company.
This person must have good knowledge in Infrastructure solutions, with strong experience in delivering services, and must be able to lead, operate and continuously improve the environments distributed across 600+ remote locations throughout Europe, Asia, US, Latam, and Canada.
Primary Technical Abilities:Breadth of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security.Depth of experience in at least one of the areas in Infrastructure solution.Project management skills.Experienced in managing or coordinating teams in a complex organization.Knowledgeable on Operations KPI Ticket Management to Infrastructure KPIs (e.g., Backup completeness, Recovery RTO/RPO, Infra Utilization improvement).Solid experience in ITIL processes management (ITIL certified minimum).Solid experience in Services Management.Secondary Technical Abilities:Has worked in a multi-cultural environment.Innovative methodologies such as Agile or DevOps.CMMI experience.Behavioral Abilities:At least 10 years experience in Infrastructure delivery.5 years experience in Services Delivery management.Customer service oriented.Leadership & entrepreneurship (owner-mindset).Ability to organize, federate, and coordinate.Capacity to adapt with flexibility.Convincing & influence.Rigorous and organized.Self-motivated, eager to learn and grow in the I.S. profession.Team player must be able to work with people within and outside of the IT department.Excellent communication skills, verbal and written. English speaking mandatory.Ability to analyze and synthesize situations.Ability to understand the business constraints.Willing to do some traveling.Dedication.Technical Environment:Public and Private Cloud On-Prem, Azure, AWS, GCP (at least 2).OS/Cloud Maintenance & Monitoring/Utilization/Capacity.Backup and Storage.Disaster Recovery.Network Layer: Switches, Firewalls, VoIP.Ticket Management and Critical Incident Management.
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