Service Management Leader
Job Description
About you
You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally.
You bring to Applaudo the following competencies:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- A minimum of 3 years of experience in Service Delivery or Project Management.
- At least 2 years of experience in a team leadership role.
- Proven experience working on software development projects within cross-functional teams.
- Strong skills in customer service, resource planning, teamwork, and quality assurance.
- Excellent verbal and written communication abilities.
- Strong interpersonal skills to interact effectively with business stakeholders, product and development teams, among others.
- Demonstrated leadership and negotiation skills.
- Prior experience with Support & Maintenance teams is highly desirable.
- Professional proficiency in English. (C1-C2)
You will be accountable for the following responsibilities:
- Understand the existence of technical documentation and escalation levels for the assigned product(s) in accordance with Walmart's service management processes.
- Research and understand the assigned E2E business processes.
- Participate in RFP documentation for the acquisition of service contracts for the product in scope.
- Advise the product team in defining the support model on technical aspects and the scope of each team involved.
- Responsible for identifying and diagnosing complex incidents that could not be resolved by levels 1 and 2 by using advanced tools and technical knowledge to find the root cause of the problem.
- Implement definitive solutions to restore normal service as quickly as possible, minimizing the impact on business operations.
- Work together with the product's human and documentary resources to define a solution to an identified problem. If necessary, provide visibility to the product team regarding the need to integrate a work group to address the issue.
- Participate and provide expert knowledge in critical cases of any other nature required to restore operations as quickly as possible, when support levels (L1, L2, etc., of the support model) cannot resolve the issue.
- Keep the product team regularly informed about the health of the applications through incident trend and root cause analysis to recommend action plans.
- Participation in the Critical Task Force from the first minute (during business hours).
- Technical escalation point, not limited to functional aspects
- Coordination of KT sessions for AMS Support, not just user demonstration sessions, for the applications.
Additional Information
Here at Applaudo Studios values as trust, communication, respect, excellence and team work are our keys to success. We know we are working with the best and thus treat each other with respect and admiration without asking.
Submit your application today, and don't miss this opportunity to join the Best Digital team in the Region!
We truly appreciate all the hard and outstanding work our team makes every day at Applaudo Studios, and that's why the perks that we offer, are deeply thought and designed as a way to thank them for their commitment and excellence.
Some of our perks and benefits:
- Work from home
- Flexible schedule
- Celebrations
- Special discounts
- Entertainment area
- Flexible work spaces
- Great work environment
- Private medical insurance
*Benefits may vary according to your location and/or availability. Request further information when applying.
Average salary estimate
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As the Service Management Leader at Applaudo Studios in Mexico City, you'll be at the forefront of transforming how we deliver exceptional service to our clients. This role is perfect for someone with a passion for technology and a knack for leadership. With a solid background in Computer Science or Information Technology, and a minimum of 3 years in Service Delivery or Project Management, you’ll orchestrate the intricacies of cross-functional team collaboration in software development projects. We're looking for someone with proven experience leading teams, emphasizing customer service, resource planning, and quality assurance. If you possess excellent communication skills and strong interpersonal abilities, you’ll thrive in guiding product teams while ensuring seamless service management processes. Your responsibilities will include researching end-to-end business processes and participating in RFP documentation, alongside providing expert knowledge in critical cases to swiftly resolve incidents. At Applaudo Studios, we foster a culture of trust and teamwork, making it a great environment for professional and personal growth. Join us and take advantage of our fantastic perks, like a flexible schedule, work from home options, and private medical insurance. We can't wait to see how you'll contribute to our exciting future while making an impact in the tech industry!
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