Service Delivery Manager

hace 4 semanas


Ciudad de México, Ciudad de México NSC Global A tiempo completo

Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team at NSC Global. The successful candidate will be responsible for coordinating all resources of the tower, including off-shore, and orchestrating end-to-end services for involved towers.

Key Responsibilities

  • Coordinate all resources of the tower, including off-shore
  • Orchestrate end-to-end services for involved towers
  • Manage cooperation between towers to ensure usage of standard methods and tools
  • Ensure account-specific processes are applied at all relevant scope
  • Evaluate and manage service requests
  • Drive completion of service acceptance, technical assurance, and handover processes
  • Act as SPOC in case of escalations and major incidents
  • Act as next level of escalation for tower-specific technical teams
  • Ensure root cause analysis for tower-specific services are performed
  • Raise problem records whenever identified
  • Raise requests for changes, assess, prepare, and present in CAB for approval
  • Identify and manage all required resources for change planning and execution
  • Ensure quality of asset management requirements in respective towers
  • Ensure CAP planning of account in tower on component level and provision to Manager

Qualifications

  • College/University degree in IT or 5-7 years of equivalent working experience
  • Portal, virtualization, application database, or hardware knowledge
  • Solution Architect 3-5 years, ITL Foundations, Project Management
  • CRM experience
  • Experience in hardware and software migration is an asset


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