38a61a2ceb66e594950362c9f97a7fc9baf94c4e

Support Delivery Manager

Mibucle

Munro - -
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Descripción

Para uno de nuestros clientes del rubro salud estamos en la búsqueda de un Support Delivery Manager

 

System Support. Ensure proper operation and service. Manage escalations and identify opportunities for improvement.

 

Main responsibilities: 

 

  • Accountable for IT Global Application Experience provided services for the area under scope (group of applications/software,product team, region)

  • Ensures the operational quality/performance of the service according to defined SLAs.

  •  Correct provisioning of the services, its capacity, stability, operational excellence performance, vendor operational management and continuous improvement actions

Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors

  • Overall view of the service and analysis of trending and deviations of support

  • Ensure the correct quality/performance of the service according to Service Level Agreement

  • Coordinate the workload of support team, responsible for the vendor operational management

  • Assure knowledge within the team and look for service improvements

  • Serve as the point of escalation for major incidents relating to the support service

  • Responsible for ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc.

  • Regular Proactive review of support tickets to assure service quality according to SLA

  • Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams)

  • Ensure proper onboarding of new applications to the support service


 

Required Experience and Skill Set 

 

  • Minimum 5 years of experience in IT Application Operational Support or System Analyst roles

  • Minimum 3 years of experience in managing IT Support vendors preferred

  • Bachelor’s degree or relevant IT work experience

  • Service Management Coordination, experience with Services Management processes and demonstrated coordination

  • Stakeholder Management

  • Operational Vendor Management

  • Strong organizational skills

  • Strong client support/customer service skills

  • Strong global relationships and communication skills with Business colleagues and IT colleagues

  • Ability to prioritize when working on multiple tasks to ensure timely delivery

  • Strong troubleshooting skills

 

Technical Skills

 

  • IT Service Management tools (ticketing) tool user knowledge

  • MS365 applications usage (advanced user in PowerPoint, Word), PowerBI, Flow


Nice to have

 

  • GxP Knowledge (if applicable)

  • ITIL v4 knowledge – advanced in Incident and Problem Management processes

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