Service Desk

hace 2 semanas

Tlahuac, México Atos A tiempo completo

**Service Desk - Service Delivery Manager**:

- Publication Date: Feb 16, 2024- Ref. No: 508297- Location: Mexico City, Mexico city, MX, 06600**Who we are.**
Together we create **reliable and responsive digital foundations** for the world’s businesses, institutions, and communities.
Learn more on **Advancing what matters**

**The future is our choice**
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

**SERVICE DELIVERY MANAGER**

**Job in a nutshell**

**What Will You Be Doing**

Accountable for the E2E delivery for integrated services delivery by proactive leadership, ownership and execution.

Focus:

- Execution discipline to ensure control and predictable results, with Delivery Quality, Compliance & Cost.
- FCR - First Call resolution - create a baseline and drive the targets
- Work absorption via left shift - This will aid faster resolution and better FCR
- AHT - average Handle time - reduce call spent on calls
- Knowledge management
- Proactive delivery integrator that fosters inspection, detection, prevention, industrialization and improvement.
- Profitability management ensuring cost and margin are in line with IBC and budget/forecast
- Proactive operational and contractual risk management
- Advance service innovation and automation to drive customer value and service improvement Performance

**Objectives**:

- Customer/Quality_:

- NPS & OCS improvement SoS
- SLA Fulfillment % (Cross & Specific)
- Projects: Ensure Projects success for your domain.
- Roadmaps: Embrace and collaborate w/ IT Roadmap and oversee projects for your domain/scope.
- People:_
- Succession Plan identified and prepared. Financial:

- Financial Predictability: Rally / RU / Billing / Clean up
- PM% & Fertilization Improvement
- Proactive Proposals - Proactive proposals to improve existing services

**Requirements**:

- Bachelor’s degree in IT, Business Administration, or related field.
- 10+ years in Service Delivery Management, in a service desk environment.
- Relevant certifications such as ITIL, PMP, or similar are desirable.
- Leadership and Management Skills: Experience in coordinating and collaborating with cross-functional teams, particularly L2 teams.
- Demonstrated ability to ensure end-to-end delivery of integrated services.
- Experience in meeting SLA fulfillment targets, both cross-functional and specific to the service desk.
- Experience in driving delivery quality, compliance, and cost effectiveness.
- Familiarity with First Call Resolution (FCR) metrics and strategies to drive FCR targets.
- English advanced (this role reports to a manager in US).

**Rewards And Benefits**
- Savings fund
- Mayor Medical Insurance (Including Dental, Visual, Telemedicine, Phycologist, Pediatric, others might apply)
- Life insurance
- Funeral aid
- Food vouchers
- Restaurant vouchers
- Attendance bonus
- Vacation bonus Aguinaldo (Number of days above the law)

**Future career path**
- Growth in the company
- Opportunities for professional development and training.
- Free training available and opportunities to advance in the company.
- Collaborative and innovative work environment.

LI-MX

LI-REMOTE

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

**Choose your future. Choose Atos.**

**Learn more about us**
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.

Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management - tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here

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