Service Delivery Manager

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Service Delivery Manager is primarily responsible for ensuring that services are delivered to clients effectively and efficiently, meeting both their needs and the agreed standards. This role involves coordinating between various departments, managing resources, and aligning service delivery with business objectives. The Service Delivery Manager also monitors performance metrics, resolves issues, and continually seeks to improve processes. Their ultimate goal is to enhance customer satisfaction and maintain strong client relationships, ensuring that the service provided is of the highest quality.

- Bachelor's degree in Information Technology, Business Administration, or a related field
- Proven experience as a Service Delivery Manager or in a similar leadership role
- Strong understanding of IT infrastructure and service management principles
- Excellent problem-solving and analytical skills
- Proficiency in service management software and tools
- Exceptional communication and interpersonal skills
- Ability to manage multiple priorities and work under pressure
- Strong leadership and team management abilities
- Experience in managing client relationships and handling escalations
- Knowledge of industry standards, regulatory requirements, and best practices
- Competency in preparing and delivering detailed reports and presentations
- Familiarity with risk management and mitigation strategies
- Strong financial acumen and budget management experience
- Ability to drive continuous improvement initiatives
- Experience with performance metrics and monitoring tools
- Capable of working collaboratively with cross-functional teams
- Certifications such as ITIL, PMP, or similar are highly desirable
- Strong organizational and time management skills
- High level of attention to detail and accuracy

- Oversee and manage the delivery of service operations to ensure timely and effective resolution of client issues
- Maintain strong relationships with key stakeholders and act as the primary point of contact between clients and internal teams
- Monitor service delivery performance metrics to ensure compliance with Service Level Agreements (SLAs) and contractual obligations
- Conduct regular service reviews with clients to discuss performance, issues, and potential improvements
- Coordinate with technical teams to plan, schedule, and execute maintenance activities without disrupting client operations
- Develop and implement continuous improvement initiatives to enhance service quality and efficiency
- Address and resolve escalated issues or complaints promptly and effectively
- Prepare and deliver detailed reports on service delivery performance, including trends and areas for improvement
- Manage and mentor a team of service delivery staff, providing guidance, training, and performance evaluations
- Collaborate with sales and account management teams to understand client needs and support business development activities
- Ensure compliance with industry standards, company policies, and regulatory requirements in all service delivery activities
- Facilitate internal and external communication regarding service updates, changes, and enhancements
- Oversee budget management for service delivery projects and initiatives
- Implement risk management strategies to identify and mitigate potential service disruptions
- Evaluate and manage service delivery tools and technologies to optimize performance and client satisfaction

The ideal candidate for the Service Delivery Manager role is a proactive and solution-oriented professional with a Bachelor's degree in Information Technology, Business Administration, or a related field, complemented by substantial experience in a similar leadership position. This individual boasts a solid understanding of IT infrastructure and service management principles, bolstered by certifications such as ITIL or PMP. They are adept at managing multiple priorities under pressure and possess strong organizational and time management skills. Exceptional in building and maintaining client relationships, the candidate demonstrates superior communication and interpersonal skills, capable of navigating high-pressure situations with ease. Their strong leadership abilities and experience in mentoring and developing teams are enhanced by a keen eye for detail and a high level of accuracy. With a strategic mindset, they excel in driving continuous improvement initiatives and implementing effective solutions. They possess a firm grasp of performance metrics and monitoring tools, coupled with a deep understanding of industry standards and regulatory requirements. This candidate's strong financial acumen and budget management prowess, combined with their ability to foster a collaborative team environment, set them apart. Highly adaptable and innovative, they are committed to delivering exceptional service quality and client satisfaction, underpinned by their competence with service management software and tools.

- Oversee and manage the delivery of service operations to ensure timely and effective resolution of client issues
- Maintain strong relationships with key stakeholders and act as the primary point of contact between clients and internal teams
- Monitor service delivery performance metrics to ensure compliance with Service Level Agreements (SLAs) and contractual obligations
- Conduct regular service reviews with clients to discuss performance, issues, and potential improvements
- Coordinate with technical teams to plan, schedule, and execute maintenance activities without disrupting client operations
- Develop and implement continuous improvement initiatives to enhance service quality and efficiency
- Address and resolve escalated issues or complaints promptly and effectively
- Prepare and deliver detailed reports on service delivery performance, including trends and areas for improvement
- Manage and mentor a team of service delivery staff, providing guidance, training, and performance evaluations
- Collaborate with sales and account management teams to understand client needs and support business development activities
- Ensure compliance with industry standards, company policies, and regulatory requirements in all service delivery activities
- Facilitate internal and external communication regarding service updates, changes, and enhancements
- Oversee budget management for service delivery projects and initiatives
- Implement risk management strategies to identify and mitigate potential service disruptions
- Evaluate and manage service delivery tools and technologies to optimize performance and client satisfaction

- Proactive and solution-oriented mindset
- Strong leadership and people management abilities
- Excellent communication and interpersonal skills
- Detail-oriented with a high level of accuracy
- Ability to handle high-pressure situations effectively
- Strong organizational and time management skills
- Highly adaptable and flexible to changing needs and environments
- Strong analytical and problem-solving capabilities
- Customer-focused with a passion for delivering exceptional service
- Collaborative team player with a positive attitude
- Strategic thinker with the ability to implement effective solutions
- Decisive and capable of making informed decisions quickly
- High level of integrity and professionalism
- Strong negotiation and conflict resolution skills
- Committed to driving continuous improvement and innovation
- Ability to build and maintain strong client relationships
- Strong financial acumen and budget management skills
- Innovative and forward-thinking when addressing challenges
- High proficiency in using service management software and tools
- Ability to mentor and develop team members effectively

- Competitive salary ranging from $90,000 to $120,000 annually, based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement program for further education
- Wellness programs including gym membership discounts and health screenings
- Employee assistance programs (EAP) for personal and professional support
- Life and disability insurance coverage
- Performance-based bonuses and incentives
- Opportunities for career advancement and growth within the company
- Company-sponsored social events and team-building activities
- Access to the latest technology and tools to perform the job effectively
- Supportive and collaborative work environment
- Paid parental leave for new parents
- Commuter benefits including pre-tax transportation funds and parking discounts
- Employee recognition programs for outstanding performance
- Volunteer and community engagement opportunities
- Discounts on company products and services