Service Delivery Manager
Service Delivery Manager
Posted on :
08-03-2025
Employer Active
1 Vacancy
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Job Description
We expect the Service Delivery Manager to:
1. Service Delivery Management:
- Ensure compliance with the procedures instructions KPIs and support contract commitments
- Lead an onboarding process of the client during the production launch
- Communicate with the client via telephone email or IM to report the current status of the issues
- Oversee the resolution of major incidents ensuring timely communication and resolution
- Take responsibility for completing the support contract conditions.
2. Process management:
- Organize and supervise giving estimations planning and executing maintenance routine operations & project development tasks in frames of the support team
- Manage the process of investigation of the technical issues;
- Manage tasks related to the bug fix of the product.
3. People management:
- Manage a project support group in the Maintenance and Support department
- Organize and manage the workload of the team and their backlog.
4. Service Improvement:
- Identify opportunities for process improvements and implement best practices to enhance service delivery
- Identify opportunities to enhance the teams active monitoring and reporting
- Report on key performance indicators (KPIs) with the required stakeholders.
Qualifications :
Musthave skills:
- 3 years of experience in IT Service delivery management
- Strong understanding of the ITIL framework
- Knowledge of DevOps and SRE principals software development lifecycle
- Excellent written and verbal communication skills with internal stakeholders and customers ability to convey technical concepts to both technical and nontechnical audiences
- Strong analytical and problemsolving skills
- Strong leadership skills
- Experience in participation in projects in the field of development deployment and maintenance of the product
- Experience in commercial software deployment
- Experience in project management understanding of methodologies is a plus
- Knowledge of the financial software for trading is a plus.
- Bachelors or Masters Degree in IT or relevant experience
- ITIL certification is a plus.
Additional Information :
Devexperts employees create the art of FinTech in comfortable working spaces in modern business centers around the world. Join our team in Porto and enjoy:
Work Regime Flexibility benefits:
- Possibility of hybrid/remote work mode
- Flexible working hours
- Work From Anywhere Program
Health and recreation benefits:
- Fully paid additional wellness days 3 unwell days per year)
- Medical insurance for the employees and children
- Reimbursement of fitness / Urban Sports Club Membership
- Meal allowance (Coverflex Card)
- Flexpay system (Coverflex)
Facility benefits:
- Modern office with new equipment
- PlayStation table football and musical instruments in the office
- Parking spaces
- Free drinks and snacks
Community benefits:
- Teambuilding activities
- Corporate parties
- Football Club
- Music club
- Speakers club
- Free admission to corporate external events
- Possibility of joining conferences and professional fairs
- Personal branding development support
Professional training benefits:
- English language courses
- Local language courses for foreign employees
- Unlimited access to selflearning platforms
- Certification opportunities
- Mentorship Program
Social benefits:
- Parental bonus
- Pension plan (Coverflex)
- Referral bonus
- Blood donation paid leave
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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