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Devops Service Delivery Lead

hace 2 meses

Veracruz, Veracruz-Llave, México Publicis Sapient A tiempo completo

**Job Summary**

Publicis Sapient is seeking a highly skilled Devops Service Delivery Lead to join our team. 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.

**Key Responsibilities:**

  • Manage and Nurture Client Relationships: Understand client needs and serve as the primary point of contact for client inquiries and concerns.
  • Define and Ensure Compliance with Service Level Agreements (SLAs): Meet client expectations by defining, monitoring, and ensuring compliance with SLAs.
  • Collaborate with Cross-Functional Teams: Work with operations and technical support teams to ensure seamless delivery of services.
  • Coordinate Incident and Problem Resolution: Ensure timely action to restore services and minimize client impact.
  • Ensure Platform Maintenance: Address issues within tight deadlines to guarantee uninterrupted flow of services.
  • Identify Opportunities for Process and Service Delivery Improvements: Work towards optimization and evaluate and mitigate risks related to service delivery.
  • Participate in Defining Service Delivery Strategy: Contribute to long-term planning and manage escalations and conflicts effectively.
  • Manage, Build, and Lead Successful Teams: Lead teams in a demanding ITIL environment.

**Qualifications and Skills:**

  • 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.
  • 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: 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.