DevOps Service Delivery Lead

hace 5 días


Ciudad de México, Ciudad de México Publicis Groupe A tiempo completo
About the Role

We are seeking a highly skilled and experienced Service Delivery Specialist to join our team at Publicis Groupe. As a Service Delivery Specialist, 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
  • Client Relationship Management
    • Manage and nurture client relationships, understanding their needs, and being the primary point of contact for client inquiries and concerns.
  • Service Level Agreement (SLA) Management
    • Define, monitor, and ensure compliance with Service Level Agreements (SLAs) to meet client expectations.
  • Collaboration and Communication
    • Collaborate with cross-functional teams, including operations and technical support, to ensure the seamless delivery of services.
    • Coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact.
  • Process Improvement and Risk Management
    • Identify opportunities for process and service delivery improvements and work towards optimization.
    • Evaluate and mitigate risks related to service delivery, particularly focusing on risk management before releases.
  • Team Leadership and Management
    • Manage, build, and lead successful teams in a demanding ITIL environment.
Requirements
  • Experience 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.
    • A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and working effectively in complex environments.
  • Education and Certifications
    • Bachelor's degree in a relevant field; additional certifications or qualifications in service management are a plus.
  • Personal Qualities
    • Strong customer relationship management skills with a 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.
Additional Information

This position requires the availability for frequent travel with expenses fully covered by the company to client offices, as dictated by business needs.



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