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SERVICE DELIVERY MANAGER

Descripción de la oferta de empleo

At Tigloo, we are committed to seeking all types of talent to create a diverse workforce, and for this, we are looking for individuals with a purpose.We are seeking a Service Delivery Manager (SDM) to oversee multiple support and maintenance contracts related to Government Solutions, focusing on identity and biometrics technological solutions. The SDM will be responsible for managing customer satisfaction, ensuring compliance with contractual commitments, and meeting Service Level Agreements (SLAs). The role will primarily concentrate on the governance of incident, problem, and change management for comprehensive solutions.Key Responsibilities:Support and Maintenance (S&M) Contract Management:Act as the single point of contact for customers, ensuring their satisfaction and compliance with SLAs.Coordinate the efforts of external partners, internal teams (Level 2 and Level 3 support), and development teams to ensure continuity of service and knowledge retention.Operational and Financial Monitoring:Track and report on contract performance (weekly and monthly), including KPIs, SLA reports, recommended improvements, and project financial tracking.Collaborate with the sales team to develop proposals for contract renewals and new offers.Third-Party and Escalation Management:Manage incidents in compliance with SLAs while collaborating with third parties, handling escalations according to established processes.Oversee third-party contract performance, communication, and monitoring.ITIL Coordination and Compliance:Adhere to ITIL practices for service contracts, including internal reporting on activities, profitability, and contract management in line with company processes.Job Requirements:Degree: Engineering or management degree in computing or IT.Experience: Minimum of 5 years in IT Service Delivery Management or project management, with a solid background in IT environments/IT concepts (network, database, hardware, software, and methodology).Skills: Strong command of ITIL practices and customer relationship management, along with excellent communication skills.Laanguages: Proficiency in English and Spanish is mandatory.Mobility: Willingness to travel as needed.If you are passionate about driving customer satisfaction and ensuring service excellence in a dynamic environment, we encourage you to apply!
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Detalles de la oferta

Empresa
  • Tigloo
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 23/11/2024
Fecha de expiración
  • 21/02/2025
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