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Dirección
Benito Juarez, Mexico City, MX
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Service Delivery Manager

País : México México

Población : Mexico City

Categoría : Logística

Tipo de contrato : Indefinido

Jornada laboral : Completa

Descripción del puesto

Responsibilities:

  • Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
  • Establish governance process to review SLA's, KPI's, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Demonstrated ability to manage Integration Operations and strong ability to influence others
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
  • Collaborate with application and infrastructure teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams
  • Advocate for the RUN team
Responsibilities:

  • Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
  • Establish governance process to review SLA's, KPI's, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Demonstrated ability to manage Integration Operations and strong ability to influence others
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
  • Collaborate with application and infrastructure teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams
  • Advocate for the RUN team
Service Delivery Manager - Integration

Licenses and Certifications preferred:

§ ITIL V4 certified

Perfil

Skills:
  • Proficiency in leading both physical and virtual teams

  • Innovator with quick absorption of new technologies; strong understanding of technology solutions

  • Strong interpersonal skills with ability to work as a member of cross functional teams

  • Experience in dealing with third-party provided services

  • Operational ability in a diverse, large-scale environment

  • Exceptional customer-facing skills

  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

  • Good Knowledge of ITIL (Information Technology Infrastructure Library) principles

  • Expertise in people management and leadership

  • Strong organizational skills

  • Ability to manage and prioritize tasks efficiently

  • Solid resource planning and problem-solving skills

  • Excellent analytical, organization, analysis, and problem - solving skills

  • Experience working with onsite and offshore AMS providers


Technical Skills:
  • Skilled in using Service Now

  • A curious learner who takes initiative and things outside the box

  • An entrepreneur who identifies new opportunities

  • A self-starter with an interest in solving business challenges

  • A collaborator willing to work in a multi-country, transparent environment

  • An excellent AMS providers manager

  • An expert in follow up strategies

  • Excellent verbal and written communication skills

  • Ideally multi-lingual


§ Hands on/working knowledge in any of the following technologies is a huge plus:
o CA API Gateway 9.x (formerly Layer7) and/or Apigee
o Tibco ESB 6.x
o Informatica PowerCenter 9.6 or higher
o IBM Sterling / Connect Direct
o Microsoft SQL Server 2008 or higher
o SAP PI 7.3 and higher (XI/PO)
o Cloud Computing (AWS/Azure)
o JAVA
o APIGEE X / Edge
Soft Skills:
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Ofertas de empleo

Service Delivery Manager

L'OREAL GROUP
| Indefinido | Mexico city