DevOps Service Delivery Manager

hace 7 días

Ciudad de México, Ciudad de México Publicis Sapient A tiempo completo

Job Title: DevOps Service Delivery Manager

About the Role:

We are seeking a highly skilled DevOps Service Delivery Manager to join our team at Publicis Sapient. As a key member of our organization, you will be responsible for ensuring the smooth delivery of our DevOps services to our clients.

Your Impact:

  • Client Relationship Management: You will serve as a primary point of contact for client inquiries and concerns related to our DevOps cycle and cloud infrastructure. You will work closely with clients to understand their needs and ensure that our service delivery aligns with their expectations.
  • Service Level Agreement (SLA) Management: You will be responsible for ensuring compliance with SLAs to meet client expectations. You will actively participate in reviewing SLAs to ensure they align with changing client needs and service capabilities.
  • Cross-functional Collaboration: You will work closely with operations, technical support, and DevOps teams to ensure seamless service delivery. You will coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact.
  • Platform Maintenance: You will oversee the maintenance of application platforms, ensuring issues are addressed within tight deadlines to guarantee uninterrupted service flow. You will identify and implement improvements in platform stability and performance.
  • Process Improvement: You will continuously identify opportunities for process and service delivery improvements. You will lead initiatives to optimize service delivery processes and enhance efficiency.
  • Risk Management: You will evaluate and mitigate risks related to service delivery, particularly focusing on pre-release risk management. You will ensure that service delivery risks are effectively communicated and managed.
  • Strategy and Planning: You will contribute to the development of the service delivery strategy and participate in long-term planning. You will align service delivery objectives with broader organizational goals and strategies.
  • Escalation Management: You will effectively manage escalations and conflicts to ensure timely resolution and client satisfaction. You will lead post-mortem discussions and implement lessons learned to prevent future issues.
  • Team Leadership: You will build, lead, and manage a successful DevOps and service delivery team in a demanding ITIL environment. You will foster a collaborative team culture focused on continuous improvement and excellence.

Qualifications:

Your Skills and Experience:

  • Service Management Expertise: You will have excellent knowledge and experience with Service Management Processes, Service Delivery, and Operations Management. You will have a strong understanding of SLAs, incident and problem management, and ITIL service management best practices.
  • Technical Leadership: You will have a proven track record of leading technology initiatives, managing technical staff, and collaborating with business leaders. You will have extensive experience in managing large application stacks and ensuring their optimal performance.
  • GCP Cloud Architecture Proficiency: You will have strong proficiency in Google Cloud Platform (GCP) architecture, including hands-on experience with cloud services, infrastructure management, and automation within GCP environments. You will be able to leverage GCP tools and services to improve efficiency, scalability, and reliability of the service delivery process.
  • Creative and Analytical Thinking: You will have strong creative thinking, problem-solving, and decision-making skills. You will have a data-driven decision-making mindset with strong analytical and reporting capabilities.
  • Communication and Collaboration: You will have exceptional communication abilities, both written and verbal. You will be able to manage multiple priorities and work effectively in a dynamic environment. You will have team leadership and collaboration abilities, fostering a high-performance culture.

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