*service delivery manager - integration*
*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
- lead and manage external ams teams
- collaborate with cross-functional teams
- advocate for the run team
*licenses and certifications preferred*:
- itil v4 certified
*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:
- ca api gateway 9.x (formerly layer7) and/or apigee
- tibco esb 6.x
- informatica powercenter 9.6 or higher
- ibm sterling / connect direct
- microsoft sql server 2008 or higher
- sap pi 7.3 and higher (xi/po)
- cloud computing (aws/azure)
- java
- apigee x / edge
*soft skills*:
- *please visit "your application space" to see the jobs you have already applied to.
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