Service Delivery Manager
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Summary:
He/she manages the customer relationship on his/her scope and delivers the Service it as agreed in the contracts is in charge off.
He/shes in charge of the fulfillment of the Service Level Agreement (SLA) and the customer satisfaction while maximizing the contract profitability.
He/she develops the customer relationship on his/her scope in order to secure and develop business opportunities
Key Responsibilities:
Ensure a relationship of trust with the customer as the main point of contact for the service delivery scope
Guarantee the service delivery according to the expected SLA
Leads to develop and deliver customers upselling opportunities including service contract renewal and change requests
Put in place the actions and tools / Key Performance Indicators required to ensure the customer satisfaction and achieve the contracts expectations.
Identify opportunities and risks and define the respective action plans ensure proper escalation on high criticist events
Implement the Service Management Plan (SMP) on his/her scope
Organize and coordinate all activities conducted by the internal & external teams in the provision of service including third parties contracts
Manage the service Budget to improve the profitability
Manage a Service team (Objectives definition check-in competencies developments hiring...)
Is an expert in his domain and can contribute to service design and service setup in Bid&Project Phase.
Minimum Requirements:
Engineer or Masters Degree ideally in Computer Science or any relevant matter
PMI or PMP certification is recommended.
ITIL certification is Mandatory.
Experience Level: 10 Years of work experience in IT computing or integration SLA customer relationship management.
4 Years experience: Service Manager End-User Support Manager Operations Manager Support Manager Project Manager Implementation Manager Service Project Manager TI Operation manager.
Technical Skills:
Project management Crisis management Contract Management Service management Customer Management Spanish (native). Fluent English
Behavioral skills:
Organization Analytic Problem solving Teamwork Effective Communication Customer Service.
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
In all critical environments - air, land, sea, space and cyberspace - decision-makers, operators, crews and members of our armed services and security forces are faced with millions of important decisions every day. It is in supporting these people that Thales in the United States ha ... View more
