Service Delivery Manager Local OperationsJob ID#:43779Job Category:DWS-Local OperationsLocation:Position Type:EmployeeJob DescriptionOur company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Local support Service Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.Core Responsibilities:Monitor and manage desktop support, to ensure service performance meets customer expectationsAct as Single Point of Contact (SPOC) for client(s)Provide leadership, direction, and coach/mentor teamManage the on-site services according to the scope work and changes of scopeEnsure that systems, procedures, and methodologies are in place to support the expected delivery of agreed servicesEnsure that best business practices are implementedIdentify service improvements opportunities and ensure implementation of actions that lead to service optimizationsEnsure the assets in scope for the on-site teams are accurately tracked and registered in the asset management databaseEnsure the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked, and stock levels are optimal.Ensure the PC lifecycle is managed according to agreed client expectationsTake ownership of customer complaints related to local support and ensure corrections actions are implementedAssist with new launches or new services with client(s)Responsible for the invoicing of servicesEnsure financial performance targets are metEnsure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request formEvaluate, classify, and determine impact of change requestsDevelop service dashboards, weekly and monthly reports and ensure data analysis that result into actionable outcomesFacilitate and lead weekly/monthly and quarterly service reviews with your team and clientProvide to management regular reports on service performanceJob Requirements:Own and grow your designated account and lead by example.Innovate and propose new improvement ideas.Develop weekly status reports that will roll up into a monthly report.Participate in client meetings including Quarterly Business Review;Represent your region in the Quarterly Business Reviews;Own the local onboarding of the local workforce;Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures.Proven experience of local IT supportGood knowledge of hardware, software and infrastructure technologiesExperience with managing physical and virtual teamsMinimum of 2-3 years' experience working in an IT management roleWhat's next:It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.Diversity InclusionHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!About usWe are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.If you suspect you've been targeted, please contact us immediately at RecruitmentEMEA@stefanini.com for verification.Key Points to Remember:* Legitimate job offers only follow interviews conducted with our hiring managers or clients.* We will never ask for payment at any stage of the recruitment process.Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
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