Service Delivery Operations Manager

hace 4 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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