Service Delivery Manager

hace 3 semanas

Mexico City Perficient A tiempo completo

We are seeking a dynamic and technically proficient Service Delivery Manager to lead the delivery of IT services across cloud, infrastructure, enterprise applications, and DevOps environments. The ideal candidate will bring a strong foundation in ITIL-based service management, DevOps practices, Agile/Scrum leadership, and hands-on experience with platforms such as SAP, Salesforce, AWS, and Azure. This role demands strategic thinking, operational excellence, and the ability to drive cross-functional teams toward successful outcomes.

Key Responsibilities

• Lead end-to-end service delivery across IT operations, ensuring SLA and KPI compliance.

• Manage hybrid environments including cloud (AWS, Azure), on-premise infrastructure, and enterprise applications (SAP, Salesforce).

• Oversee DevOps pipelines and CI/CD processes to support agile development and deployment.

• Act as leader of Scrum Master for Agile teams, facilitating ceremonies and removing impediments.

• Implement and optimize ITIL processes (Incident, Problem, Change, Release, etc.).

• Collaborate with business stakeholders to align services with strategic goals.

• Drive continuous improvement initiatives and manage service escalations.

• Monitor performance and availability of infrastructure and applications using industry-standard tools.

• Manage vendor relationships, service contracts, and third-party integrations.

️ Technical Skills Required/knowledge

Cloud Platforms:

• AWS (EC2, S3, RDS, IAM, CloudFormation)

• Microsoft Azure (VMs, Azure AD, Monitor, Backup, ARM Templates)

DevOps & Automation:

• CI/CD: Jenkins, GitLab CI, GitHub Actions

• Configuration Management: Ansible, Puppet

• Infrastructure as Code: Terraform, CloudFormation

• Containerization: Docker, Kubernetes

Networking:

• Protocols: TCP/IP, DNS, DHCP, BGP, OSPF

• Devices: Cisco, Palo Alto, F5 Load Balancers

• Tools: Wireshark, SolarWinds, NetFlow Analyzer

• VPNs, SD-WAN, MPLS, Zero Trust Architecture

Databases:

• Oracle, SQL Server, MySQL, PostgreSQL

• Backup, replication, HA, performance tuning

Enterprise Applications:

• SAP ECC/S4 HANA: Basis support, transport management, performance monitoring

• Salesforce: Administration, integration, user support

Monitoring & Scripting:

• Tools: Nagios, Zabbix, Prometheus, Grafana

• Scripting: PowerShell, Bash, Python

ITSM Tools:

• ServiceNow, Microsoft Dynamics, BMC Remedy, Jira Service Management

Soft Skills & Leadership Experience

• Proven leadership of cross-functional teams (10–30 members)

• Certified Scrum Master with Agile delivery experience

• Strong communication and stakeholder engagement skills

• Conflict resolution and escalation management

• Customer-centric mindset with a focus on service excellence

• Adaptability in fast-paced, evolving environments

• Mentoring and coaching experience

• Strategic thinking and decision-making under pressure

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