Service Delivery Manager

Description

Mission Effectively manage Wetcom's service for a group of clients known as (POD), prioritizing infrastructure availability and service quality, with the goal that the client can focus on their business projects. Responsibilities Manage the client relationship from a service quality perspective to ensure Wetcom fulfills the commitments made in vision and scope documents. Work closely with commercial teams to act as a force for customer retention and service renewals. Understand the commercial and technical aspects of services committed to clients. Carry out communication with work teams to consolidate company experience, retain and enhance talent. Ensure that each client's documentation spaces contain up-to-date information. Guarantee the execution of processes and procedures. Communicate information regarding updates within the accounts served. Identify improvement points in all critical incidents reported by clients. Conduct meetings aimed at defining weekly planning, deviations, and any incidents that may have occurred. Follow up on assigned pre-sales activities. Act as escalation point in case of incidents. Document meeting minutes and outcomes, ensuring actions are completed timely and intensified when necessary for line management. Provide weekly/monthly client reports on service requests and issues. Properly share billing deliverables information with the Finance department. Requirements Client service management (5 years of experience). Professional Services management in B2B environments. Demonstrable experience in virtualization and cloud computing project management (desirable). Intermediate to advanced technical English. Willingness to travel. Relevant university studies. **Computer Tools:** Jira, Confluence, Project, Google Suite, Slack, Advanced Office. **Desirable Methodologies:** Agile, ITIL. Experience leading teams. (Technical leadership desirable). Technical knowledge of infrastructure. Virtualization infrastructure knowledge desirable. Strong multi-project management skills to plan, organize, and coordinate resources, schedules, and deliverables. Competencies Excellent interpersonal skills. Service vocation. Effective communication. Teamwork. Results orientation. Proactivity / Creativity and innovation. Negotiation / Strategic vision. Leadership. Decision making. Ability to work on multiple projects simultaneously.