IT Service Delivery Manager

hace 3 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Summary

The Global Operations Center (GOC) is a 24x7 facility responsible for monitoring and supporting Experian's technology platforms, products, and services. We are seeking an experienced IT Service Delivery Manager to join our team as a Communication Manager.

In this role, you will be responsible for providing timely and regular written and verbal communications to stakeholders during high-priority incidents. You will work closely with technical and customer engagement teams to ensure consistent communication and updates to clients of Experian. Your strong customer communication skills and ability to articulate technical issues to non-technical stakeholders make you an ideal candidate for this position.

Key Responsibilities
- Develop and maintain relationships with internal and external stakeholders, including customers, partners, and business teams.
- Create and deliver external content regarding service disruptions, such as notifications on service restoration to clients of Experian.
- Collaborate with technical and customer engagement teams to deliver consistent and regular communications to internal stakeholders and clients of Experian.
- Maintain a comprehensive understanding of all aspects of product delivery and operations.
- Utilize multiple monitoring tools to ensure the highest level of availability for Experian infrastructure, products, and services.

Requirements
- Bachelor's Degree or equivalent in Computer Science, Information Technology, or related field.
- Previous incident management experience required, with a proven track record of working collaboratively to improve the customer's experience.
- Strong communications skills, presentation, and relationship management skills.
- Ability to articulate technical issues to non-technical stakeholders.
- Familiarity with ITIL processes and IT service management.

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