Senior Service Delivery Manager

DELIVERY DIRECTOR

Job Overview: The single accountable delivery orchestrator and leader for integrated services delivered to their client. Applying execution discipline to ensure control and predictable results on Client Service Quality, Compliance & Security, Cost Management, and Capabilities Building. This role involves managing delivery of contracted services through Atos operations teams and external contractors/vendors, implementing service delivery processes that meet business needs and service level agreements (SLAs), ensuring a high level of customer satisfaction, and driving continuous improvement in service delivery.

Key Competencies:

• Customer Focus: Deeply understands client needs and ensures services are aligned to meet those needs. Financial acumen: clear understanding and alignment of service delivery items, their costs, and corresponding revenue.
• Strategic Thinking: Aligns service delivery strategies with client business goals.
• Change Management: Capable of leading the team and clients through changes in processes, technologies, or organizational structures.
• Communication: Clearly and effectively communicates with clients and stakeholders at all levels.
• Performance Management: Sets clear performance expectations for the team and provides regular feedback.

What will make you successful/or “Your X Factor”:

• SDM Experience: +7 years of experience as SDM on Large Global Accounts in the areas of Infra Apps (Middleware / Database / Mainframe) with seasoned experience in Finance Management, Customer Relationship Management, Transformation & Innovation, and Service Delivery.

Technical Knowledge in the areas of:

• Mainframe (z/OS, CICS, IMS, DB2, IDMS, Storage & Virtual Tape, Batch, ACM)
• OS2 – Tailored Account Processing Application
• SCM – JAVA Application code management
• Middleware – WAS, JWS, IIB, IIS, JBOSS, MQ
• DMS – FileNet, RightFax, Adobe Experience Mgr.
• Database – Oracle, SQL, DB2, Change Data Capture (CDC), Striim, Oracle Exadata, Informatica

Your Expertise:

• Bachelor’s degree in engineering, Computer Science, Information System or related discipline
• ITIL foundation certified, CITP or other professional body qualification.

Demonstrate personal integrity, strong work ethic, and confidentiality.

Communication: Ability to communicate effectively with people at all levels using fluent English.

#LI-MEXICO #LI-REMOTE