Service Delivery Manager

**Service Delivery Manager**
- **Cette description est disponible en anglais seulement**_

**What is Equisoft?** Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

**Why Choose Equisoft?** With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:

- Hiring Location: Colombia
- You are welcome to work in our office, hybrid or remote.
- Internal job title: Service Delivery Manager
- The position is fully remote.
- Full-time Permanent Role
- Benefits available day 1: Medical, Dental and Telemedicine Program
- Flexible hours
- Number of hours per week: 40
- Educational Support (Udemy, LOMA Courses and Equisoft University)

**Role**: The Service Delivery Manager reports to the Director, Cloud Architecture and works closely with 10 others technical infrastructures specialists. The incumbent will be responsible to gather and communicate technical environments KPIs such as availability, performance, and stability. They are responsible for managing and coordinating various aspects related to the technical environments, including incident and problem resolution, proactive maintenance, and client support. Work with the different technical experts and change managers to plan and execute changes related to problem resolution, security, and continuous improvement.

**Your Day with Equisoft**:

- Ensure the availability of IT environments, including production, testing, and development environments. - Collaborate with the technical team to implement measures for high availability and disaster recovery.
- Act as a point of contact for clients regarding environment-related queries, issues, and requests. - Provide timely and accurate responses to client inquiries and ensure client satisfaction.
- Develop, maintain, and report key performance indicators (KPIs) related to environment incidents, problems, and proactive activities. - Analyze KPI data to identify trends, areas of improvement, and proactive measures.
- Coordinate and oversee the resolution of environment-related incidents and problems. - Work closely with technical teams to prioritize and escalate incidents as necessary.
- Develop and implement proactive maintenance strategies to prevent environment issues and improve system performance. - Identify opportunities for automation and optimization to enhance environment efficiency.
- Collaborate with cross-functional teams, including development, testing, and infrastructure teams, to ensure seamless environment operations. - Coordinate activities such as environment deployments, upgrades, and configurations.
- Interact with Production Support team to participate in the problem and incident management processes.
- Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
- Understand Key Performance Indicators, Service Level Agreement Metrics, and report outcomes to anagement.

**Requirements**:
**Technical**
- Bachelor's Degree in Computer Engineering or Information Technology or College Diploma combined to 3 years of relevant experience
- 5 years of experience in a similar role with experience in the infrastructure field and/or project
- Experience working with projects that utilize ITIL principles framework
- Experience in projects that goes beyond implementation and still ongoing
- Strong technical background in IT systems, environments, cloud and infrastructure
- Possess a strong understanding of technical concepts and systems to effectively communicate with technical teams and stakeholders.
- Stay updated with industry trends and best practices related to environment management and IT operations.
- Able to provide 24x7 (on call) support on a rotational basis (1 week every 2 weeks)
- Excellent knowledge of English & Spanish (spoken and written)

**Soft skills**
- Excellent communication and interpersonal skills for client interactions and team collaboration
- A client-focused, service-minded approach and a strong sense of urgency
- Strong sense of organization and prioritizing
- Analytical and problem-solving skills
- Ability to multi-task in a rapid-paced environment
Team spirit, tact, diplomacy, autonomy, rigor, and discipline

**Nice to Haves**:

- Certification of ITIL and/or PM