Service Delivery Manager

hace 9 horas


Ciudad de México, Ciudad de México NSC Global A tiempo completo
Job Title: Service Delivery Manager

NSC Global is seeking a highly skilled Service Delivery Manager to join our team. As a key member of our operations team, you will be responsible for coordinating all resources of the tower, including off-shore teams, to ensure seamless service delivery.

Responsibilities:
  • Coordinate tower resources, including off-shore teams, to ensure efficient service delivery.
  • Orchestrate end-to-end services for involved towers, ensuring top-of-stack performance.
  • Manage cooperation between towers to standardize methods and tools.
  • Ensure account-specific processes are applied across relevant scope.
  • Evaluate and manage service requests.
  • Drive completion of service acceptance, technical assurance, and handover processes.
  • Act as SPOC for escalations and major incidents.
  • Escalate tower-specific technical issues to next-level teams.
  • Perform root cause analysis for tower-specific services.
  • Raise problem records as needed.
  • Request changes, assess, prepare, and present to CAB for approval.
  • Manage resources for change planning and execution.
  • Ensure quality of asset management requirements in respective towers.
  • Plan and provision CAP for account in tower on component level.
Qualifications:
  • College/University degree in IT or 5-7 years of equivalent working experience.
  • Portal, virtualization, application database, or hardware knowledge.
  • Solution Architect experience, ITL Foundations, and Project Management.
  • CRM experience.
  • Hardware and software migration experience is an asset.


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