DirecciónThe future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.
SERVICE DELIVERY MANAGER
Job in a nutshell
As a Service Delivery Manager for the Service Desk you will be responsible for the first line of support for the end customer and Internal users from the business, hence ideal candidate should be able to identify the talent and look for opportunities to left shift from L2 Teams. The candidate should be able to work in coordinated way with L2 teams.
What Will You Be Doing
Accountable for the E2E delivery for integrated services delivery by proactive leadership, ownership and execution.
Focus:
• Execution discipline to ensure control and predictable results, with Delivery Quality, Compliance & Cost.
• FCR – First Call resolution – create a baseline and drive the targets
• Work absorption via left shift - This will aid faster resolution and better FCR
• AHT – average Handle time – reduce call spent on calls
• Knowledge management
• Proactive delivery integrator that fosters inspection, detection, prevention, industrialization and improvement.
• Profitability management ensuring cost and margin are in line with IBC and budget/forecast
• Proactive operational and contractual risk management
• Advance service innovation and automation to drive customer value and service improvement Performance
Objectives:
Customer/Quality:
• NPS & OCS improvement SoS
• SLA Fulfillment % (Cross & Specific)
• Projects: Ensure Projects success for your domain.
• Roadmaps: Embrace and collaborate w/ IT Roadmap and oversee projects for your domain/scope.
People:
• Succession Plan identified and prepared. Financial:
• Financial Predictability: Rally / RU / Billing / Clean up
• PM% & Fertilization Improvement
• Proactive Proposals - Proactive proposals to improve existing services
Requirements:
- Bachelor’s degree in IT, Business Administration, or related field.
- 10+ years in Service Delivery Management, in a Service Desk environment.
- Relevant certifications such as ITIL, PMP, or similar are desirable.
- Leadership and Management Skills: Experience in coordinating and collaborating with cross-functional teams, particularly L2 teams.
- Demonstrated ability to ensure end-to-end delivery of integrated services.
- Experience in meeting SLA fulfillment targets, both cross-functional and specific to the Service Desk.
- Experience in driving delivery quality, compliance, and cost effectiveness.
- Familiarity with First Call Resolution (FCR) metrics and strategies to drive FCR targets.
- English advanced (this role reports to a manager in US).
Rewards And Benefits
- Savings fund
- Mayor Medical Insurance (Including Dental, Visual, Telemedicine, Phycologist, Pediatric, others might apply)
- Life insurance
- Funeral aid
- Food vouchers
- Restaurant vouchers
- Attendance bonus
- Vacation bonus
- Aguinaldo (Number of days above the law)
Future career path
- Growth in the company
- Opportunities for professional development and training.
- Free training available and opportunities to advance in the company.
- Collaborative and innovative work environment.
If you are a dedicated and skilled Service Delivery Manager looking to contribute to the success of a dynamic organization, we invite you to apply and join our team., sign in on jobs.atos.net.
For any questions, please contact our recruiterSandra Osorio - *************@atos.net / linkedin.com/in/sandraosorio
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Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.
Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.
Choose your future. Choose Atos.
