Senior Service Delivery Manager

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

The Senior Service Delivery Manager plays a critical role in ensuring the seamless delivery of high-quality services to clients. They oversee service operations, maintain client relationships, and manage cross-functional teams to meet performance targets. With a focus on continuous improvement, they implement best practices and innovative solutions to optimize service delivery processes. By monitoring key performance indicators and addressing any issues promptly, they uphold the highest standards of customer satisfaction and drive operational excellence across the organization.

- Bachelor's degree in Information Technology, Business Administration, or related field.
- Minimum of 7 years of experience in IT service management or a related role.
- Proven experience in managing service delivery in a complex, multi-client environment.
- Strong understanding of ITIL framework and service management best practices.
- Excellent leadership and team management skills.
- Demonstrated ability to manage client relationships and drive customer satisfaction.
- Strong problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Ability to multitask and manage multiple priorities in a fast-paced environment.
- Proficiency in using service management tools and software.
- Experience in developing and implementing process improvements.
- Financial acumen with experience in budget management.
- Strong analytical skills with the ability to interpret service performance data.
- Ability to lead root cause analysis and problem management initiatives.
- Experience in managing service transitions and transformations.
- Familiarity with regulatory and compliance requirements in service delivery.
- Commitment to continuous professional development and staying updated with industry trends.
- Strong project management skills.
- Ability to work collaboratively with cross-functional teams.
- Proven track record of driving innovation and adopting new technologies in service delivery.

- Lead and manage the service delivery team to ensure effective and efficient service delivery.
- Drive service improvement initiatives to enhance customer satisfaction.
- Develop, implement, and maintain service management processes and standards.
- Closely monitor service performance and ensure adherence to Service Level Agreements (SLAs).
- Collaborate with cross-functional teams to ensure seamless service integration.
- Manage client relationships and serve as the primary point of contact for service-related issues.
- Conduct regular service reviews with clients, providing performance updates and discussing improvements.
- Identify and manage risks related to service delivery.
- Allocate resources to ensure optimal service delivery and cost efficiency.
- Prepare and present service delivery reports to senior management and clients.
- Lead problem management and root cause analysis initiatives.
- Coordinate and oversee service transition processes for new clients or services.
- Establish and maintain service delivery documentation and knowledge bases.
- Drive innovation in service delivery through adopting industry best practices and emerging technologies.
- Ensure compliance with all relevant regulatory and contractual requirements.
- Plan and execute service delivery training programs for team members.
- Manage budgets and financial aspects of service delivery projects.
- Address and resolve client escalations and complaints efficiently.
- Support strategic planning and decision-making processes related to service delivery.
- Foster a culture of continuous improvement within the service delivery team.

The ideal candidate for the Senior Service Delivery Manager role will hold a Bachelor's degree in Information Technology or Business Administration, coupled with a minimum of 7 years of seasoned experience in IT service management within complex, multi-client environments. Possessing a robust understanding of the ITIL framework and service management best practices, this individual will demonstrate exceptional leadership and team management capabilities, fostering a culture of continuous improvement and innovation. With a strategic business acumen, they will exhibit a customer-centric mindset, skillfully managing client relationships to drive satisfaction and trust. The candidate will have a proven track record in developing and implementing process improvements, alongside adeptness in financial management, including budgeting and resource allocation. Their analytical prowess will enable them to interpret service performance data and lead root cause analysis with precision. Excellent communication, interpersonal skills, and resilience to manage multiple priorities in a fast-paced environment are essential. The ideal candidate will be a proactive problem-solver, known for their detail-oriented approach to quality and compliance requirements, and for their ability to mentor and motivate teams to achieve outstanding results. Adaptability to evolving client needs, a high level of integrity, and a commitment to personal and professional development will distinguish this individual as a standout choice for the role.

- Oversee the end-to-end delivery of IT services to clients, ensuring high standards and adherence to SLAs.
- Coordinate with various departments to ensure seamless workflow and resolve any arising issues promptly.
- Conduct regular meetings with clients to discuss service performance, address concerns, and identify areas for improvement.
- Monitor service delivery metrics and prepare detailed reports for internal and client review.
- Implement and manage processes to improve service efficiency and productivity.
- Maintain updated documentation of service procedures, policies, and operational standards.
- Mentor and guide junior team members, providing training and support as needed.
- Manage team performance, conduct evaluations, and identify professional development opportunities.
- Facilitate communication between stakeholders, ensuring all parties are informed of project statuses and changes.
- Handle escalation of service issues, ensuring swift and effective resolution.
- Optimize resource allocation to meet client needs while maintaining cost efficiency.
- Engage in strategic planning to align service delivery with the company's business objectives.
- Stay updated with industry trends and best practices to continuously improve service offerings.
- Develop and implement action plans for service improvements based on client feedback and performance data.
- Ensure compliance with regulatory and contractual requirements in all service delivery activities.

- High level of accountability and ownership
- Strong customer-centric mindset
- Exceptional leadership and mentorship abilities
- Strategic thinker with strong business acumen
- Proven track record of driving continuous improvements
- Excellent analytical and problem-solving skills
- Strong resilience and ability to handle stressful situations
- Outstanding organizational and multitasking abilities
- Adaptability to evolving client needs and market dynamics
- Proactive approach to identifying and mitigating risks
- High level of integrity and professionalism
- Detail-oriented with a focus on quality and accuracy
- Effective communicator with all levels of stakeholders
- Collaborative team player with a cooperative attitude
- Demonstrated innovation in applying technology to solve problems
- Commitment to personal and professional growth
- Strong project management and execution skills
- Proficiency in fostering productive client and team relationships
- Dedication to upholding regulatory and compliance standards
- Ability to inspire, motivate, and drive team performance

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, and vision)
- Retirement plan with company match
- Flexible work schedule and potential for remote work options
- Generous paid time off (PTO) and holidays
- Professional development opportunities, including training and certifications
- Performance-based bonuses and incentives
- Employee wellness programs and resources
- Opportunities for career advancement within the company
- Tuition reimbursement for approved educational programs
- Company-sponsored events and team-building activities
- Subsidized commuter benefits or travel reimbursements
- Access to the latest technology and tools
- Collaborative and inclusive work environment
- Life and disability insurance
- Employee assistance programs (EAP) for personal and professional support
- Recognition and reward programs
- Mentorship and leadership development programs
- Discount programs for various services and products