Service Delivery Manager
Service Delivery Manager
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Job Description
N-iX is a global software development service company that helps businesses across the world develop successful software products. Founded in 2002 N-iX has come a long way and increased its presence in nine countries spanning Europe the US and Latin America. Today we are a strong community of 2000 professionals and a reliable partner for global industry leaders and Fortune 500 companies.
Currently we are looking for the Service Delivery Managerto join our team in Colombia. TheService Delivery Manageris a senior operational and service role accountable for ensuring the successful delivery of high-quality end-to-end services to customers. This role encompasses deep operational with technical acumen hands-on service management responsible for service quality reliability and continuous improvement across the Technology teams. With key focus onservice outcomes operational excellence and stakeholder alignment the Service Delivery Manager plays a key role in delivering service effectiveness in alignment with business objectives.
Responsibilities:
- Accountable for high-quality end-to-end service delivery to customers. Aligns service outputs with business goals SLAs and industry standards. Manages the delivery of Technology services to meet agreed SLAs and performance targets.
- Implements and oversees robust and scalable Technology processes such as Incident Problem Change Release Defect Service design and Transition.
- Oversee the resolution lifecyle for high priority defects impacting customers by actively engaging with the Support and Customer-facing teams.
- Acts as the primary contact point for escalations regarding service delivery issues. Coordinates with cross-functional teams (e.g. Product Engineering Cloud Operations Support Customer Success) to ensure any priority escalations are identified and owned. Articulates risks and progress clearly to stakeholders and drives issue resolution plans.
- Leads the design planning and execution of multiple inter-department service delivery projects within scope time and budget.
- Supports audits and compliance requirements such as SOC related to Technology service management Ensures all service deliverables meet quality security compliance standards.
- Drives the adoption of ITIL best practices across the Technology organization. Drives continual improvement initiatives though the adoption of AI tooling.
- Owns the overall Service KPI metrics and reporting to Senior Leadership
Qualifications:
- 5 years in service delivery management. Experience with a Software as a Service (SaaS) delivery model. Experience in Agile/DevOps environments.
- Strong technical knowledge and deep understanding of IT Service Management (ITSM) frameworks and ITIL best practices. Demonstrable experience in managing incidents problems changes and releases. Experience with Cloud Colo and Hybrid environments.
- Experience in performance metrics analysis and reporting.
- Excellent leadership and communication skills with the ability to interact professionally with a diverse group of stakeholders managers and subject matter experts.
- Proven ability to manage multiple projects ensuring they are delivered on time within scope and on budget. Skilled in Agile/Lean delivery. Project management skills (PRINCE2 PMP is a plus).
- Familiarity with compliance standards such as SOC2. Knowledge of ISO/IEC 20000 or other IT/Technology service management standards.
- Assertive excellent communication analytical problem-solver and decision-making skills. Skilled in conflict resolution and influence.
We offer*:
- Flexible working format - remote office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program tech talks and trainings centers of excellence and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
*not applicable for freelancers
Required Experience:
Manager
Employment Type
Full Time
