Operations Service Delivery Director

hace 3 semanas


Xico, México Connectingology A tiempo completo

**Service Delivery Team Leader** at Connectingology

Role Summary

As a Service Delivery Team Leader, you will be responsible for leading a team of IT professionals to deliver high-quality services to our clients. You will oversee the daily operations of the team, ensuring that all tasks are completed on time and to a high standard.

Main Responsibilities

  • Lead a team of IT professionals to deliver high-quality services to clients
  • Oversee the daily operations of the team, ensuring all tasks are completed on time and to a high standard
  • Refine Incident Management processes to align with ITIL/Six Sigma/ISO framework
  • Monitor Incident SLA levels
  • Accountable to Head of Service Operations
  • Responsible for 1st & 2nd line Support/FrontLine Tech Support
  • Minimize the impact of Incidents that cannot be prevented
  • Ownership of escalated Incident through to resolution
  • Able to produce reports on Key Performance Indicators
  • Proactively communicates status of tasks
  • Notifies stakeholders of service impacting operations to negotiate timings

Requirements

  • Must have substantial professional experience of leading a Service Delivery Team
  • Certification in Operations discipline in any one of the following ITIL/Six Sigma/ISO
  • Competent in the use of Linux/Unix/SQL
  • Knowledge of using Monitoring Tools such as App Dynamics - OpsGenie - Nagios
  • Ability to write reports and business correspondence
  • Use data to drive better outcomes
  • Ability to effectively present information and respond to inquiries from clients

Desirable

  • Experience in the financial services sector
  • Knowledge of Oracle SQL
  • Knowledge of back office technologies
  • Vendor management and contract negotiation experience
  • Proficiency in MS Word, Excel, PowerPoint, BI tools

Duration

5 years



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