Aderen People
Detalle Oferta
Delivery Manager
Contrato
Inscribirse AhoraID de Job Opening | 1746 |
Duración del proyecto meses | Largo Plazo |
Idiomas | Español, Ingles |
Área de conocimiento | |
Habilidades | PMO |
Tarifa Candidato | No definida |
Descripción del empleo | SEEKING: Delivery Manager Responsibilities Delivery Management ● Execute on the complete N&T
service life-cycle from receipt of demand, quote, negotiation, change implementation, financial
information for customer invoicing, and hand-over to the Network Operations teams. ● Utilize the GIO's service catalog and
Network & Telecoms agreements to provide the necessary services to customers. ● Transform business and functional
needs into detailed technical solutions and quotes, including knowledge of main routing,
switching and wifi products. ● Take direction on demand management
and deliveries based upon the prioritization of the N&T Service Delivery Manager. Where
necessary, escalate urgent matters (e.g., customer incidents) to the N&T Service
Delivery Manager and liaise with the customer to ensure continuity of the relationship. o Projects are to be
delivered within estimated costs and contingent delays, and in coordination with GIO
guidelines (e.g., BIS Partnership, Performance & Continuous improvement,etc.). o Demands/Requests are
to be delivered in accordance with SLAs (to be defined by the N&T Service
Delivery Manager and customer, as needed). ● Track demands, projects, and requests
that have been assigned with the ITSM tool, executed per the Cost Informed to Customer and
billed per the existing process. ● Liaise with the N&T Service
Delivery Manager to report on activity, progress, costs, issues, and resolutions required. Track and report
financial performance (relative to budget). ● Be proactive in escalating any
Customer issue related to the scope, proposing solutions to address and mitigate. ● Provide reporting to customers to
ensure that all key actors have all necessary and up-to[1]date information on
the delivery of services. Delivery Process ● Ensure the service delivery activity
based upon the N&T Service Delivery Manager’s prioritization and demand management;
accurately manage KPI tracking and measurement, and act as a key representative for
customer satisfaction. ● Operate with a focus on customer
service and innovation, implementing best practices to improve financial and operational
performance of the business. ● Execute according to the service
delivery plan to support Network & Telecom objectives in the Americas Hub and handle day-to-day
operations according to organizational routines (with employees and vendors) to support
the overall service delivery activity: o Qualify the
customer's requests, needs and contexts. o Identity needs for
ITSM evolution and escalate critical needs to the N&T Service Delivery Manager. ● Ensure the service delivery plan and
services are delivered in compliance with GIO Network & Telecom processes and commitments.
Ensure process consistency has been maintained across the Americas Hub. ● Adjust service management processes
and implement governance to deliver superior operational network & telecom
performance. o Determine the
frequency and content of metric reporting required o Contribute to best
practices and tools for service delivery management and operations Contract Management ● Coordinate N&T contracts with
suppliers and internal customers in the Americas Hub as directed by the N&T Service
Delivery Manager, in close coordination with global N&T teams, IT teams in the Americas Hub and GIO
Service Lines. ● Assess and report on N&T vendor
performance against the responsibilities outlined in contracts and statements of work; take
note of critical contractual shortfalls to the business that can be addressed by the N&T
Service Delivery Manager. ● Execute service delivery with vendors
(e.g., hardware, software, or service), outsource partners, IT team members, internal customers in
the Americas, and other stakeholders based on expectations outlined by the N&T
Service Delivery Manager. Competencies
and Profile Education Requirements ● Bachelor’s degree (or equivalent
experience in within the field of Information Technology) General Requirements ● Fluency in English is mandatory
(additional language capabilities are a plus). Critical Competencies ● Strong knowledge of WiFi and routing. ● Previous experience with cloud based
telephony solutions. ● Experience of US and Canada carrier
networks and management required. ● Strong knowledge of managing requests
and changes in ServiceNow. ● Ability to assess the efficiency and
compliance of a technical solution. ● Proactivity and awareness of the GIO
N&T service catalog and remain informed of any changes that may impact service
delivery, ● Knowledgeable of all relevant
processes (e.g., PMO, quotation, ordering, acceptance, change management, and asset management) and
applies this to day-to-day work. ● Strong interpersonal skills are
required, such as autonomy and a proactive mindset. ● Manage own priorities between the
different projects according to customer and management needs. ● Excellent oral and written
communications, with an ability to organize, present and discuss technical information with personnel
across geographies. ● Ability to liaise with a Manager and
report on progress using KPIs and other measurement/metrics. ● Travel may be occasionally necessary
to Air Liquide locations related to the different managed projects ● Occasional work outside of normal
business hours may be required to supervise network changes in sensitive environments WE OFFER: · Permanent Contract · Salary: According to experience provided · Location: Colombia |