Service Delivery Manager
Company Description
Devexperts works with respected financial institutions, delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms. The company focuses on trading platforms and brokerage automation, complex software development projects, market data products, and IT consulting services.
Job Description
We are looking for a Service Delivery Manager to manage a project support group in the Maintenance and Support department.
We expect the Service Delivery Manager:
1. Process management:
- Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
- Manage the process of technical issues investigations by organizing meetings with responsible groups to get the solution as quickly as possible,
- Verify and manage the tickets workflow to ensure that requests are closed without time gaps,
- Manage tasks related to the product bug fixes, ensuring that the important fixes are delivered to the production,
- Manage project support groups (Service Desk and SRE teams) in the Maintenance and Support department, ensuring the needed quality of the ITIL practices and tracking the tasks according to the given estimations,
- Organize and manage the team's workload, review, and plan their backlog.
2. Service Improvement:
- Identify opportunities for process improvements and implement best practices to enhance service delivery,
- Identify opportunities to enhance the teams' active monitoring and reporting,
- Identify the improvements to enhance the reliability of the product,
- Report on key performance indicators (KPIs) with the required stakeholders.
3. Service Delivery Management:
- Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
- Lead an onboarding process of the client during the production launch,
- Oversee the resolution of major incidents, ensuring timely communication and resolution,
- Take responsibility for completing the support contract conditions,
- Communicate with the client via telephone, e-mail, or IM to report the current status of the issues.
Qualifications
Must-have skills:
- 3+ years of experience in IT Service Delivery Management,
- Strong understanding of ITIL framework,
- Knowledge of DevOps and SRE principals, software development lifecycle,
- Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
- Strong analytical and problem-solving skills,
- Strong leadership skills,
- Experience in participation in projects in the field of development, deployment, and maintenance of the product,
- Experience in commercial software deployment.
Nice-to-have skills:
- Bachelor’s or Master’s Degree in IT,
- ITIL certification,
- Experience in project management\understanding of methodologies,
- Knowledge of the financial software for trading.
Additional Information
Care for the employees is one of Devexperts' core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate.
Flexibility benefits:
- Possibility of hybrid/remote work mode in Georgia,
- Flexible working hours
Health and recreation benefits:
- 24 working days of paid vacation,
- fully paid additional wellness days (3 days per year),
- FitPass (sport and related activities) access,
- Medical insurance - VIP package.
Facility benefits:
- Modern office with new equipment,
- PlayStation and table football in the office,
- Meals in the office,
- Free drinks and snacks.
Community benefits:
- Teambuilding activities,
- Corporate parties,
- Football club,
- Billiard club,
- Speakers' club,
- Free admission to corporate external events,
- Possibility of joining conferences and professional fairs,
- Personal branding development support.
Professional training benefits:
- English language courses,
- Georgian language courses for foreign employees,
- Unlimited access to self-learning platforms,
- Certification opportunities,
- Mentorship Program.
Social benefits:
- Parental bonus,
- Referral bonus,
- Blood donation paid leave,
- Gifts for employees,
- Gifts for children.
Devexperts is on the lookout for a talented Service Delivery Manager to join our Maintenance and Support department in Tbilisi, Georgia. In this dynamic role, you will lead a project support group dedicated to enhancing our service delivery and support operations. Your expertise in IT Service Delivery Management, particularly your solid understanding of the ITIL framework, will be critical in organizing and supervising estimations, planning, and executing routine maintenance and project development tasks with our support teams. You'll play a pivotal role in not just resolving technical issues swiftly, but also in improving the quality and reliability of our services. Your proactive approach to identifying process improvements will empower your team to excel, ensuring compliance with our service commitments while delivering exceptional results to our clients. With an open line of communication with both internal stakeholders and customers, your excellent conveyance of technical concepts will foster collaboration across various groups. Join us at Devexperts, where we guarantee a supportive work environment and a range of benefits aimed at employee well-being, personal growth, and professional development. If you're passionate about delivering high-quality IT services, we can't wait to meet you!
Devexperts is a custom software vendor for the capital markets industry. The company offers its solutions under three business areas: multi-asset, multi-market trading platforms for stock and OTC brokers, and for wealth management firms; complex s...
31 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
