Descrição da Função

Adecco Recruitment is looking for a Technical Service Delivery Manager for a client in the hospitaly industry. Its a Direct Contract and hybrid (3 days home office)!

Role Overview

• Technical Service Delivery Manager (TDSM) plays a vital role boosting the user experience, ensuring the smooth delivery of top-notch services that meet and exceed customer demands. The role oversees a multitude of technical and service-oriented tasks, from tracking, to cross-analysis, into ultimate remediation of operational reliability issues, case-hardened on a reliable, well established, and seamless delivery, leveraging customers satisfaction through balanced and cost-efficient methodologies
• TSDM, in collaboration with other teams, will pro-actively monitor and identify patterns, which may indicate persistent or co-related issues, with a service impact to customers, together with up-to-date knowledge of the latest technology needs/trends, helping to improve the quality of services provided
• TSDM is required to establish, maintain, and creatively develop an excellent relationship with customers and other stakeholders, leading to a convincing reliability level in our services and platforms 
• TSDM role embraces both administrative and technical orientation and is therefore best suited for highly skilled and hard-working individuals, who possess superb leadership and interpersonal skills, and are passionate about delivering end-to-end customer-driven solutions
• Monitor and highlight all types of products/platforms and support related events in advance, subject to service impact or deterioration of customers solutions, securing an optimal service delivery
• Maintain high performance levels for service-related processes, deploying improvement campaigns, as necessary
• Taking full ownership of critical incidents, coordinating with multiple parties, and establishing effective communication between stakeholders, from beginning until case resolution and post-mortem technical service reviews, accomplishing high performance on-demand 
• Rigorously ensure that systems, procedures, and methodologies of work, are in place to support outstanding service delivery levels, setting future optimization strategies
• Developing a deep understanding of all projects delivered, to gain detailed technical insights on a given SOW, regardless of the setup complexity

What you will do

 

• Offer an extended level of service and technical consultancy, identifying the latest methods for improving and guaranteeing the outcome actions, and ensuring these are implemented on time for service delivery improvements
• Carry out regular incident and activities reports analyses, suggesting key areas of improvement for customers
• Providing accurate and regular reports to executive teams on company performance, linked to all technical/service-related instances
• Building strong relationships with teams and stakeholders to enable effective communication between departments
• Manage all mid-major service/technical escalations, in straight collaboration with area/regional IT directors and delegates, back-to-back, supporting the Planet key account team to strengthen the business relations with customers
• Collaborate with technical design/product teams on different requests, seeking and establishing standards for software, hardware, and security operation
• Participate on business requests, with a view to prepare technical RFP, RFO, RFQ
• Become the go-to person for all technical/service KPI´s review and mechanism of SLA penalties calculation, metric between internal service provisioning and external contracts signed
• Act as the service/change management play maker, synching between external customer and internal teams on sensitive operational changes (e.g. SOW, SW or HW updates, new dev work)

Who you are

• Exceptional customer-facing skills, solid resource planning and problem-solving skills
• Proficiency in leading both physical and virtual teams with operational ability in a diverse, large-scale environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Ability to manage and prioritize tasks efficiently with knowledge of data analytics and reporting, with absolute analytical mindset
• Solid technical troubleshooting experience (e.g. NOC, Engineering & ISS)
• Solid technical background in Engineering for TCP-IP | Networks (Switching, Routing)
• Wide proven experience of remote and on-site technical support
• Management experience with network operations or field teams
• Familiar with all types of production environments and kinds of hardware assembly and configuration
• Solid knowledge of MAN, LAN and MPLS (Layer 2 & Layer 3)
• Experience with all types of Wireless Networks (802.11x)
• Networks & Wireless Design/Planning experience

What you will need to bring

• Proactive attitude
• Experience of managing service and/or operational level agreements RFP´s
• BSc/BA in Business, Computer Science, or other relevant/equivalent IT degree
• Mastery of ITIL (Information Technology Infrastructure Library) principles or similar
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• Excellent teamwork skills
• Enthusiastic and a great attitude towards learning
• Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills
• A high standard of written and spoken English and attention to detail
• Minimum five years experience on similar role, or other related such as Head of Operations