* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Gerente
General Information
- Brazil
Why Work at Confidencial (Apenas para Cadastrados)
Description and Requirements
Position Overview
The Senior Service Delivery Manager (Sr. SDM) is a customer-facing leadership role responsible for the overall performance, quality, and efficiency of service delivery operations. This position leads a team of delivery professionals, ensuring that services are delivered consistently, effectively, and in alignment with Confidencial (Apenas para Cadastrados)’s standards for excellence.
The Sr. SDM builds and maintains strong customer relationships, oversees operational performance, manages budgets, and drives continuous improvement initiatives that enhance both customer satisfaction and operational efficiency.
Serve as the primary point of contact for customer engagement and satisfaction.
Build strong relationships through regular business reviews and proactive communication.
Manage escalations and ensure timely resolution of critical incidents.
Partner with clients to identify evolving needs and align services accordingly.
Oversee delivery of high-quality, consistent IT support services across Service Desk, Field Services, Asset Management, and other workplace areas.
Ensure that service management and support processes (incident, problem, change, request) align with ITIL/ITSM best practices.
Drive service review meetings with internal teams, customers, and third parties to evaluate performance, improvements, and compliance.
Ensure operational readiness and capacity planning to meet future demand.
Monitor SLAs, KPIs, and service performance, ensuring compliance and accountability.
Oversee major incident management and post-incident review processes.
Champion “shift-left” initiatives and process automation to improve speed and efficiency.
Lead, mentor, and develop a high-performing service delivery team.
Foster a positive team culture focused on collaboration, performance, and well-being.
Conduct regular performance reviews, coaching, and talent development activities.
Manage workforce planning, resource allocation, and forecasting to ensure operational continuity.
Encourage open communication, feedback, and proactive problem-solving within the team.
Serve as an ambassador for IT service excellence across business units.
Collaborate with internal and external stakeholders to address service issues and drive improvements.
Provide regular management reporting on service performance and key operational metrics.
Identify and implement process optimization initiatives to enhance service quality and customer experience.
Ensure adherence to Confidencial (Apenas para Cadastrados) standards and industry frameworks such as ITIL, ISO, and HDI.
Manage operational budgets and cost control across delivery functions.
Identify opportunities to reduce costs while maintaining or improving service quality.
Track and report on financial performance, service profitability, and efficiency metrics.
10+ years of leadership experience in Workplace or End User Services, including Service Desk, Field Services, or Managed Services.
Demonstrated experience managing large-scale, multi-site, or outsourced delivery environments.
Deep understanding of ITIL/ITSM frameworks and service management disciplines.
Proven ability to lead cross-functional and virtual teams in a complex, global environment.
Strong customer relationship management and executive communication skills.
Exceptional organizational, analytical, and decision-making abilities.
Experience managing third-party vendors or outsourced partners.
Skilled in conflict resolution, negotiation, and change management.
Familiarity with industry standards such as ISO 9001, ISO 20000, Scrum, COBIT, Lean Six Sigma, and HDI.
Advanced English proficiency required.
Bachelor’s degree in Information Technology, Engineering, or a Business-related discipline.
ITIL Specialist Certification required.
Preferred certifications: Scrum Master, PMP, or PRINCE2.
- Brazil