Service Delivery Manager

Location: Mexico

Company: Ascendion

Work Type: Fulltime - Remote - Client

Offered salary: MXN


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Position: Service Delivery Manager
Location: Mexico
Position Type/Expected Hours of Work/Travel

Anyone with industry-recognized certification from System administration (Linux, Unix) or Cloud Certification (Azure preferably) with mandatory ITIL certification.

Job Description

Essential Functions

Strong hands-on experience and should have worked in a similar role or been passionate about learning new skills.
Oversee work efforts of client departmental leads/manager to ensure team goals align with agreed KPI/SLA.
Handling escalations not otherwise resolved at the lead or manager level
Implements and introduce projects to the Service Delivery team to ensure that Service Level Agreements and confirmed requested dates and times are met; ensures that they are using all resources available most efficiently and cost-effectively benefits the profitability of the company as a whole
Attend Project Implementation meetings (conferences) to prepare what and how new work will affect the team, the field force, and the geographical locations of the new work
Act as the escalation point to other departments for any projects and jobs that may come into jeopardy
Oversees the Service Delivery team in prioritizing client calls, scheduling to meet project deadlines, and ensuring exceptions and escalations are handled based on departmental SLAs as established to meet client expectations
Coach and oversee the workload of the Customer Relations Manager to ensure the Client Relations team is in compliance with procedure and maintains continuous phone coverage in support of external/internal customers
Identify and cultivate opportunities for business development with existing clients
Responsible for process, metric development, implementation, and meeting target SLA/KPI expectations. Cell leader required to present team achievements and compliance for assessments
Should be able to drive efficiency, optimization, and continual service improvement projects to improve service delivery throughout the lifecycle with a desire to automate everything.

Job Requirements

Required Qualifications

12+ years of experience in project management managing a team of Software Engineers, Cloud Admins, Linux/Unix System Admins, PMs, Storage & Database Engineers, etc., in an Agile environment
The ability to work with team members across physical locations and time zones. You must embrace ambiguity and take action.
Drives to maintain and improve the team processes and culture.
We have proven hands-on experience/familiarity with Microsoft tools and tech stack, including but not limited to Windows/Linux/Unix, Azure, SQL, PowerBI, etc.
Sound knowledge and experience in Operating Systems (Windows, Linux), Storage, Data Centers, and server infrastructure (Blade, rack-mounted and hyper-converged)
Either hands-on or good knowledge of DevOps principles (CI/CD/CT/CM).
Ability to lead a team of individuals with diversified backgrounds and technology to provide IT support for complex issues for internal users.
Experience with Azure DevOps to track the status of the project.
Support project managers with recurring and ad hoc BI reporting and provide training on using dashboards and reports through Power BI.
Bring a positive attitude every day to create the energy and are the glue for our teams to execute.
Must possess written and verbal communication skills and be unafraid of conflict resolution.
Proven ability to plan, create and maintain a highly effective production schedule for multiple disciplines in all phases of development, from concept to completion.
Intolerance with mediocrity.
Be familiar with presenting, with experience demonstrating games/products in front of large and small audiences.
Be a process architect. Our processes must evolve every day. Our strategies need to be light and minimalistic but effective enough to yield predictable quality results.
Balancing a project’s production requirements within budget and staff limitations while ensuring high production values are never compromised.

Additional Qualifications Desired
Experience with Microsoft Tools and technologies
Background in technical operations and Infrastructure

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