DevOps Service Delivery Lead

hace 1 semana

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

Job Title: DevOps Service Delivery Lead

About the Role:

We are seeking a highly skilled DevOps Service Delivery Lead to join our team at Publicis Sapient. As a key member of our service delivery team, you will play a pivotal role in ensuring the successful delivery of our services to clients while maintaining strong relationships and driving continuous improvement.

Your Key Responsibilities:

  • Manage and nurture client relationships, understanding their needs, and being the primary point of contact for client inquiries and concerns.
  • Define, monitor, and ensure compliance with Service Level Agreements (SLAs) to meet client expectations.
  • Collaborate with cross-functional teams, including operations and technical support, to ensure the seamless delivery of services.
  • Coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact.
  • Ensure platform maintenance and address issues within tight deadlines, guaranteeing the uninterrupted flow of services.
  • Identify opportunities for process and service delivery improvements and work towards optimization.
  • Evaluate and mitigate risks related to service delivery, particularly focusing on risk management before releases.
  • Participate in defining the service delivery strategy and contribute to long-term planning.
  • Ability to manage escalations and conflicts effectively.
  • Manage, build, and lead successful teams in a demanding ITIL environment.

Requirements:

  • Excellent knowledge and experience of Service Management Processes, Service Delivery and Operations Management.
  • Strong creative thinking, problem-solving, and decision-making skills, driven by a data-driven decision-making mindset.
  • A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and working effectively in complex environments.
  • Bachelor's degree in a relevant field; additional certifications or qualifications in service management are a plus.
  • Strong customer relationship management skills with a focus on satisfaction and retention.
  • Excellent understanding of SLAs, incident and problem management, and ITIL service management best practices.
  • Strong analytical and reporting capabilities.
  • Exceptional communication abilities.
  • Ability to manage multiple priorities and work effectively in a dynamic environment.
  • Team leadership and collaboration abilities.
  • Extensive experience in managing large application stacks is advantageous.

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