Service Delivery Manager - Senior
Offer summary
Qualifications:
Bachelor's degree in computer science, information systems, or a related field., 5 years of experience in IT, with 1-2 years as a Service Manager., ITIL Intermediate/Expert certification, Product Owner, or Scrum Master certification preferred., Proficiency in ServiceNow and Jira, with advanced English communication skills..Key responsabilities:
- Accountable for operational delivery, governance, and continuous improvement of IT services.
- Act as the primary point of contact for operational service issues and escalations.
- Drive continuous improvements to enhance team output and overall service experience.
- Collaborate with Product Managers to ensure controlled and agile delivery of releases and changes.
Job description
JOB DESCRIPTION
Service Delivery Manager:Senior
Mission
● As an IT Service Manager you are accountable for the operational delivery, governance and continuous improvement of services associated to one or more products (technology solutions) to the business.
● What you’ll be working on
o Understand and owns every aspect of the service delivery, governance and performance
o Face to the business for operational services and the initial single point of contact and escalation for operational service issues
o Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience
o In collaboration with Product Managers ensure releases and changes are delivered in a controlled and agile manner
o Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
o May act as squad lead for run squads (ops or devops)
● The Ideal Candidate
o Has a good understanding of the Pharma commercial and medical business domains
o Passionate about learning, sharing and further developing ‚best practice‘ and embed it as, next practice‘ to achieve greater impact
o Good enough instead of perfection
o Exhibits servant leadership behavior, self-aware leader and a flexible team-player
o Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset
o Ability to deal with high complexity and in matrix/virtual organization
● Academic Requirement
o Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience)
o Ideally ITIL, Intermediate /Expert certification ,Product Owner, Scrum Master Certified
o A minimum of 5 years of experience in IT
o 1-2 years of relevant experience as Service Manager
o Candidate should have expertise in Service now along with working experience of Jira.
Engish communciation - Advanced
RESPONSIBILITIES AND ASSIGNMENTS
Service Delivery Manager:Senior
Mission
● As an IT Service Manager you are accountable for the operational delivery, governance and continuous improvement of services associated to one or more products (technology solutions) to the business.
● What you’ll be working on
o Understand and owns every aspect of the service delivery, governance and performance
o Face to the business for operational services and the initial single point of contact and escalation for operational service issues
o Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience
o In collaboration with Product Managers ensure releases and changes are delivered in a controlled and agile manner
o Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
o May act as squad lead for run squads (ops or devops)
● The Ideal Candidate
o Has a good understanding of the Pharma commercial and medical business domains
o Passionate about learning, sharing and further developing ‚best practice‘ and embed it as, next practice‘ to achieve greater impact
o Good enough instead of perfection
o Exhibits servant leadership behavior, self-aware leader and a flexible team-player
o Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset
o Ability to deal with high complexity and in matrix/virtual organization
● Academic Requirement
o Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience)
o Ideally ITIL, Intermediate /Expert certification ,Product Owner, Scrum Master Certified
o A minimum of 5 years of experience in IT
o 1-2 years of relevant experience as Service Manager
o Candidate should have expertise in Service now along with working experience of Jira.
Engish communciation - Advanced
Quem Somos ?
Somos parte do Grupo da Mahindra, empresa no valor de 21 bilhões de dólares, que emprega mais de 240.000 pessoas em mais de 100 países. O Grupo opera nas principais indústrias que impulsionam o crescimento econômico mundial, desfrutando de uma posição de liderança em tratores, veículos utilitários, after-market, tecnologia da informação e resortes de férias.
Nossas plataformas de inovação e recursos reutilizáveis conectam-se através de uma série de tecnologias para entregar um valor tangível para os nossos clientes.
A Tech Mahindra representa o mundo conectado, oferecendo serviços e soluções de tecnologia da informação, inovadoras e personalizadas de acordo com a necessidade de cada cliente, permitindo que empresas, parceiros e a sociedade Rise™, trabalhem juntos.
Required profile
Experience
Other Skills
- Governance
- Analytical Thinking
- Problem Solving
- Teamwork
- Physical Flexibility
- Communication
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