🛩️ SERVICE DELIVERY MANAGER - HOSPITALITY | REMOTO 🛩️

Decskill was founded in 2014 as an IT Consulting Company and their main mission is to delivery value through the knowledge. We enable companies to meet the chalenges of digital world by providing our clients with business models that ensure technological capacity, flexibility and agility. We are more than 700 consultants with offices in Lisbon, Porto and Madrid.DECSKILL operates in 3 main areas:DECSKILL TALENT, through which we provide our clients with an extension to their IT teams;DECSKILL BOOST, through which we provide our client with software development models to increase capacity and optimize Time-to-Market, where we create and manage teams that deliver according to their needs, at the desired speed;DECSKILL CONNECT through which we provide our client with consulting services, as well as the implementation and management of information technology infrastructures.🔎 We are looking for a Service Delivery Manager to join the project of one of the leading IT Travel Solutions Companies 🛩️🌍✅ RESPONSABILITIES:You will be accountable for ensuring that end-users can perform the activities they need to run the Hospitality business. You will oversee outsourced providers and implements industry best practices service management activities through continuous improvement processes. You will: Manage and follow-through on the recovery of functional incidents raised by the business or internallyManage or assist team members in the BSS delivery streams in serious or crisis situations, and coordinate or support the elaboration of Incident Management ReportsManage Follow-the-Sun or 24/7 activities for the customer and production supportManage customer satisfaction and service experience with a specific emphasis on customer care and the collection of customer feedbackProactively lead the harmonization of end-to-end support processes and interactions with other support organizations as well as users and external vendorsIdentify areas to improve and lead the design and implementation of continuous improvement in any relevant service management processesUse consistently ITIL best practicesDesign and implement the operational aspects of the service transition process for some new deployment projects or service introductions, ensuring knowledge transfer (KT) sessions are organized, functional and technical documentation is developed…✅ REQUIREMENTS:10 years of experience in general support experience, including ITIL and other known frameworks 5 years of experience in supplier Management7 years of experience in Salesforce and/or Zuora, Vertex from a technical, support and/or operational perspective Knowledge of some of the business processes in scope (Sales, contract management…)Ability to communicate with all level of the organization from technical SME’s to upper management, as well as end-users and business partnersAbility to deal with a high visibility and high criticality environment English (C1) 👉WE OFFER YOU:Optional: Freelance📍Full remote (America or Spain)Join our TALENT to grow 💙!!!Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.