IT Service Delivery Manager

hace 9 horas

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Auxis seeks a seasoned IT professional to assume the role of IT Service Delivery Manager. As a trusted advisor to our clients, you will provide expert guidance on optimizing their IT infrastructure through quality service delivery management.

The successful candidate will serve as a liaison between Auxis and our clients, ensuring seamless delivery of world-class IT support across all technical platforms and teams. Your strong relationship-building skills will enable you to gain a deep understanding of each client's IT organization, driving continuous service improvement and enhancing overall customer satisfaction.

Your key responsibilities will include:

  • Managing day-to-day service delivery requests to meet or exceed client expectations;
  • Understanding daily resource utilization and organizing work to maximize delivery of client service requests;
  • Collaborating with Costa Rica delivery teams to ensure timely satisfaction of customer requests within agreed-upon SLAs;
  • Creating and maintaining accurate SOP documentation to ensure consistent delivery of services;
  • Participating in project discussions to ensure proper allocation of staff for balanced day-to-day delivery and project delivery;
  • Serving as a technical escalation point for team and client, escalating issues to Ops Director, team leads, and management as needed;
  • Addressing roadblocks that negatively impact delivery of services and recommending process improvements to maximize overall account and team efficiencies;
  • Acting as a technical project manager for small- to medium-sized projects;
  • Working with the team to identify, document, and present innovative recommendations to the SDM for improvements in the environment;
  • Assisting in managing the ongoing execution of Auxis' standard operating procedures, including Service Request, Incident, Problem, Change, and Configuration Management at assigned accounts;
  • Supporting other ITO Practice activities as required, including providing guidance for the deployment of Auxis' IT Operations methodology and platform.

To be successful in this role, you will possess:

  • A minimum of 6 years' experience as a Customer Success Manager, IT Account Manager, or IT Manager, with at least three years in the Outsourcing industry or large complex organizations;
  • A computer-related Bachelor's Degree with a major or minor in Business Administration or Information Technology, emphasizing information technology management;
  • Fluency in English (strong oral and written communication skills);
  • Experience managing and/or supporting IT Infrastructure cloud platforms (AWS, Google, Azure), security tools, or monitoring systems;
  • A solid background knowledge of network communications equipment and high-level design, windows server roles, and functions, and database foundational knowledge;
  • Experience working with Desktops, Servers, Virtual Machines, and Tablets;
  • Background information in VOIP Services and associated phone hardware;
  • Experience working with multiple vendors in a complicated multivendor support environment;
  • Experience guiding staff and ticket workflows in a high-volume, day-to-day, tactical service request environment;
  • Knowledge and/or training on best practices or IT frameworks, such as ITIL v4;
  • Experience capturing team performance metrics and presenting to upper management with recommendations on improvement;
  • Strong project management, staff motivation, coaching, customer relationship skills, and ability to work under pressure with tight deadlines;
  • US Tourist Valid Visa for potential travel to the US as required (project work, operations, training).

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