Service Delivery Manager: Local Operations
Job Summary
As a Service Delivery Manager for Local Operations, you will be responsible for the overall performance and growth of your designated account. This role involves leading by example, innovating, and proposing new improvement ideas. You will develop weekly status reports that roll up into a monthly report and participate in client meetings, including Quarterly Business Reviews.
Key Responsibilities
* Monitor and manage desktop support to ensure service performance meets customer expectations
* Act as Single Point of Contact (SPOC) for clients
* Provide leadership, direction, and coach/mentor team members
* Manage on-site services according to scope work and changes of scope
* Ensure systems, procedures, and methodologies are in place to support expected delivery of agreed services
* Identify service improvements opportunities and implement actions that lead to service optimizations
* Track and register assets in the asset management database
* Manage local stocks under responsibility of on-site teams
* Take ownership of customer complaints related to local support
* Assist with new launches or new services with clients
* Responsible for invoicing services
Requirements
* Own and grow designated account
* Innovate and propose new improvement ideas
* Develop weekly status reports that roll up into a monthly report
* Participate in client meetings, including Quarterly Business Reviews
* Represent region in Quarterly Business Reviews
* Own local onboarding of local workforce
* Excellent organization and communication skills, flexibility, good time management, and ability to follow processes and procedures
* Proven experience of local IT support
* Good knowledge of hardware, software, and infrastructure technologies
* Experience with managing physical and virtual teams
About Us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide. We have a direct presence in 41 countries, through our 70 offices located throughout the world.