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.

A Service Delivery Manager plays a crucial role in overseeing and ensuring the seamless delivery of services to clients and customers. They act as the primary point of contact for stakeholders, managing service processes to meet predetermined standards and expectations. By coordinating across various teams, they ensure the timely and efficient execution of service delivery, address potential issues, and work proactively to enhance service quality. The role demands strong leadership, excellent communication skills, and a commitment to continuous improvement, all aimed at fostering customer satisfaction and driving organizational success.

- Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
- Previous experience in IT service management or a related role.
- Proven track record of managing service delivery teams.
- Strong understanding of IT service management frameworks (e.g., ITIL).
- Excellent client relationship management skills.
- Strong problem-solving and analytical skills.
- Experience with performance metrics and reporting.
- Exceptional organizational and time management skills.
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Ability to handle high-pressure situations and meet tight deadlines.
- Budget management experience.
- Strong knowledge of compliance with industry standards and regulations.
- Ability to develop and implement best practices and procedures.
- Experience in training and supporting team members.
- Ability to handle escalations and resolve issues efficiently.
- Familiarity with the latest industry trends and technologies.
- Proficiency in using service management software and tools.
- Ability to document and maintain accurate records.
- Strong collaboration and cross-functional communication skills.
- Experience conducting performance reviews and providing constructive feedback.

- Ensure seamless delivery of IT services to meet client SLAs.
- Supervise and allocate resources to service delivery teams.
- Analyze performance metrics and implement improvement strategies.
- Serve as the primary client contact, addressing issues and concerns promptly.
- Build and maintain strong client relationships to align with their needs.
- Hold regular meetings with clients to review performance and future requirements.
- Collaborate with various departments to ensure effective service delivery.
- Identify and mitigate risks associated with service delivery.
- Present service performance reports to senior management.
- Manage budgetary constraints and financial targets for service delivery projects.
- Ensure compliance with corporate policies, industry standards, and legal regulations.
- Establish and enforce best practices, standards, and procedures.
- Provide training and support to enhance team skills and performance.
- Resolve complex service-related issues and handle escalations.
- Participate in developing and implementing new service offerings and improvements.
- Continuously improve service delivery based on client feedback.
- Stay updated on industry trends and technologies to optimize service delivery.
- Maintain accurate documentation of service activities and client interactions.
- Facilitate cross-functional communication for organizational goals.
- Conduct performance reviews and provide constructive feedback to the team.

The ideal candidate for the role of Service Delivery Manager will possess a Bachelor’s degree in IT, Computer Science, Business Administration, or a related field, coupled with a proven track record in IT service management or a similar role. They will demonstrate strong leadership and team management abilities, having successfully managed service delivery teams in prior positions. An in-depth understanding of IT service management frameworks such as ITIL is essential, along with exceptional client relationship management skills that enable them to build and maintain strong partnerships. They will exhibit strong problem-solving and analytical capabilities, with a knack for handling high-pressure situations and meeting tight deadlines. The ideal candidate will possess excellent organizational and time management skills, ensuring resources are allocated efficiently and performance metrics are diligently analyzed and reported. They will have experience in budget management, compliance with industry standards and regulations, and have a proactive approach to developing and implementing best practices and procedures. Exceptional communication skills, both verbal and written, are crucial as they will regularly interact with clients and various departments. The candidate should be highly adaptable, innovative, and have a keen eye for continuous improvement, proactively staying updated on the latest industry trends and technologies. With a strong sense of accountability and ownership, the perfect fit will be customer-focused, empathetic, and driven to deliver high-quality services. They should also excel in mentoring and coaching team members, conducting performance reviews, and fostering a collaborative environment that enhances cross-functional communication. Their ability to influence and drive change, coupled with a high degree of professionalism and integrity, will set them apart, making them the ideal candidate for achieving and surpassing organizational goals.

- Oversee the delivery of IT services to clients and ensure service-level agreements (SLAs) are met.
- Coordinate and manage service delivery teams, ensuring they have the necessary resources.
- Monitor and analyze service performance metrics and implement improvement plans as needed.
- Act as the primary point of contact for clients, addressing any issues or concerns promptly.
- Develop and maintain strong client relationships to understand their needs and expectations.
- Conduct regular meetings with clients to review service performance and discuss future requirements.
- Collaborate with other departments and stakeholders to ensure seamless service delivery.
- Identify potential risks to service delivery and develop mitigation strategies.
- Prepare and present reports on service delivery performance to senior management.
- Manage the budget for service delivery projects and ensure financial targets are met.
- Ensure compliance with company policies, industry standards, and legal regulations.
- Develop and implement best practices, standards, and procedures for service delivery operations.
- Provide training and support to service delivery staff to enhance their skills and performance.
- Handle escalations and resolve complex service-related issues efficiently.
- Participate in the development and implementation of new service offerings and improvements.
- Ensure continuous improvement by gathering client feedback and making necessary adjustments.
- Monitor the latest industry trends and technologies to enhance service delivery capabilities.
- Document and maintain accurate records of service delivery activities and client interactions.
- Facilitate cross-functional communication and collaboration to achieve organizational goals.
- Conduct performance reviews and provide constructive feedback to team members.

- Analytical mindset with strong problem-solving abilities
- High level of adaptability and flexibility
- Proactive and self-motivated
- Excellent interpersonal and client relationship skills
- Strong team player with leadership capabilities
- Highly organized with attention to detail
- Effective communication skills, both verbal and written
- Strong decision-making skills
- Ability to manage time and prioritize tasks efficiently
- Stress tolerance and ability to work under pressure
- Innovative thinker with a continuous improvement mindset
- High degree of professionalism and integrity
- Strong technical aptitude and eagerness to stay updated
- Ability to influence and drive change
- Customer-focused with a commitment to delivering high-quality services
- Strong sense of accountability and ownership
- Collaborative with excellent cross-functional communication skills
- Result-oriented with a focus on achieving targets
- Empathetic and able to understand diverse client needs
- Strong mentoring and coaching skills

- Competitive salary range
- Comprehensive health, dental, and vision insurance
- Retirement savings 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 programs
- Career advancement opportunities
- Performance-based bonuses and incentives
- Employee assistance programs (EAP)
- Wellness programs and gym membership discounts
- Work-life balance initiatives
- Parental leave and family-friendly policies
- Employee recognition and reward programs
- Tuition reimbursement and educational assistance
- Company-sponsored social events and team-building activities
- Travel opportunities for client engagements
- Onsite facilities (e.g., cafeteria, fitness center) where available