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Service Delivery Manager

hace 2 meses

Xico, México Zebra Technologies A tiempo completo

About Zebra Technologies

Zebra Technologies is a leading provider of innovative solutions that help organizations run at the edge of possibility. We empower businesses to deliver exceptional customer experiences, improve operational efficiency, and drive growth.

Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for maintaining and improving the quality of service provided by Zebra to its customers. This involves monitoring service level agreements (SLAs), ensuring that performance targets are met, and communicating with both internal teams to address any issues and make improvements.

Key Responsibilities

  • Service Level Management
    • Define, document, and maintain service level agreements (SLAs) with customers and internal stakeholders.
    • Monitor and report on service performance against agreed-upon SLAs, identifying any deviations and taking corrective actions as necessary.
    • Communicate with internal teams and external vendors to ensure that service levels are consistently met or exceeded.
  • Service Improvement
    • Identify areas for service improvement and work with relevant teams to implement necessary changes.
    • Conduct regular reviews of service levels and make recommendations for enhancements to meet changing business needs.
  • Customer Focus
    • Develop and maintain key performance indicators (KPIs) to measure and track service performance.
    • Collaborate with stakeholders to address any service-related issues or concerns and ensure customer satisfaction.

Requirements

  • Education
    • Bachelor's degree in a relevant field such as business administration, information technology, or a related discipline.
  • Experience
    • At least 4 years of experience in service management, service delivery, or related roles, with a strong understanding of service level agreements, key performance indicators, and IT service management frameworks such as ITIL (ideally certified in ITIL 3 or 4).
    • Experience implementing Service Level Management.
  • Skills
    • Excellent verbal and written English communication skills.
    • Ability to analyze performance data, identify trends, and make informed decisions to maintain or improve service levels.
    • Proficiency in negotiating and defining service level agreements in alignment with business requirements and customer expectations.
    • Customer focus and ability to understand and meet customer needs.
    • Familiarity with project management principles and methodologies.

What We Offer

Zebra Technologies offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.