CIS Service Delivery Manager

Short Description:
In this role, you will be responsible to oversee the strategic planning, security & compliance, management of Information Technology solutions relevant IT operational activities for managing day-to-day operations for our client. Ensuring the availability and reliability of systems and network in the cloud and Infrastructure space. I mplementing new technologies and processes to improve efficiency and productivity.
Roles and Responsibilities:

• Lead a local team of operations managers / domain leads for cloud and Infrastructure operations, work with the global team to align processes and procedures.
• Cloud and Infrastructure support, systems, device and license implementation and management.
• Key stakeholder management to understand requirements and propose solutions.
• Manage escalations where necessary ensuring expectations are managed and met.
• Management of external service providers to ensure performance and suitability.
• Support teams to ensure all support requests and infrastructure incidents are completed in a timely manner. Drive RCA and customer satisfaction
• Daily management and maintenance of Backup and Continuity systems.
• Ensure fulfilling of Demands from clients.
• Monthly reporting to relevant stakeholders.
• Drive change and release management activities.
• Support standards, business continuity, and disaster recovery.
• Provide input to strategy setting and decision-making processes.

• Years of experience: 15 +
• Bilingual (Spanish & English)
• Experience working in Global Delivery Model.
• Solid knowledge of the IT Service Management framework, practices, and process experience in Information Technology.
• Service Delivery tasks like, reporting, customer relationship, SLA management etc.
• Strong leadership skills.
• Ability to effectively communicate with employees and customers.
• Strong organization skills and results oriented.
• Understanding of policy, planning, and strategy.
• Experience managing a Service Support team.
• Ability to create implement and Service Operation processes and procedures.
• Stakeholder management skills including ability to build strong & effective customer relationships.
• Conflict Management & Negotiation skills
• Project management experience.

• Proven ability to work collaboratively in multivendor environment.
• Capability to work with people in different time zones.
• People Management experience.
• Ability to operate in a fast-paced, evolving environment and appropriately prioritize tasks, and keep abreast of the latest technology.
• Excellent written and verbal communication skills.
• Language awareness - English, Spanish,