Technical Service Delivery Manager

hace 1 día


San José, San José, Costa Rica Micro Focus A tiempo completo

About Micro Focus

Micro Focus is a leading enterprise software provider, delivering mission-critical solutions to keep the digital world running. Our customer-centric approach combines pragmatism, discipline, and innovation to meet the evolving needs of our customers.

About the Role

We are seeking an experienced Technical Service Delivery Manager to join our team. As a key member of our services organization, you will be responsible for managing technical incidents, escalations, and changes to ensure seamless delivery of our products and services.

Key Responsibilities:

  • Incident Management: Resolve single-incident issues and lead incident management processes.
  • Escalation Management: Identify, manage, and lead escalations via established processes.
  • Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology areas.
  • Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs.
  • Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
  • Quality: Provide feedback and influence change in internal and/or vendor-provided products/service offerings.
  • Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users' areas, including transformation.
  • Contract Knowledge: Demonstrate comprehensive understanding of contract obligations across business areas.
  • Capacity and Performance: Ensure that the Capacity Management process and working practices are effective and efficient.
  • Business Continuity: Responsible for activities involving damage assessment, coordination with other recovery teams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.

Requirements

  • Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
  • Typically 2+ years of relevant experience.
  • ITIL Intermediate level Certified.
  • Knowledge of ISO20000.
  • Strong communications skills; good presentation skills.
  • Client-facing interpersonal skills.
  • Able to lead Applications Management delivery.


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