Delivery Lead

Summary

Join Hakkoda, a modern data consultancy, as a Client Delivery & Operations Manager. You will manage client relationships, oversee managed service delivery, and drive operational excellence. This hands-on leadership role requires strong client communication, process improvement skills, and team management expertise. You'll ensure SLAs are met, foster a high-performing team culture, and continuously improve service delivery. The position demands experience in managed services and client delivery, along with proficiency in tools like Jira Service Management. Hakkoda offers a comprehensive benefits package including life insurance, parental leave, flexible PTO, bonuses, and professional development opportunities.

Requirements

• Bachelor’s degree in Information Systems, Business, Computer Science, or a related field
• 8+ years of experience in managed services, client delivery, or operations management
• Proven experience in managing client relationships, with a strong focus on SLA and KPI adherence
• Familiarity with service desk tools like Jira Service Management (automation and workflows a plus)
• Strong documentation and process improvement skills, with a focus on harmonizing service delivery practices
• Experience preparing and leading QBRs and client-facing reports
• Knowledge of monitoring and alerting tools for IT operations
• Exceptional organizational, analytical, and problem-solving skills
• Strong leadership and interpersonal skills, with experience motivating and managing diverse teams
• Excellent written and verbal communication skills in English (advanced level required)

Responsibilities

• Act as the primary point of contact for clients, ensuring clear communication and alignment on objectives
• Oversee the successful delivery of managed services, ensuring SLAs, response times, and resolution times are consistently met or exceeded
• Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance, improvements, and client feedback
• Monitor and manage external ticketing systems (integrated with internal tools) to ensure seamless workflows and client satisfaction
• Foster strong client relationships by understanding their unique challenges and identifying opportunities for value-added services
• Design and implement a comprehensive documentation strategy, including templates, playbooks, and health checks
• Define and enforce priority escalation processes (e.g., P0 incident processes)
• Establish and harmonize the general service catalog, ensuring clarity and consistency across accounts
• Automate processes in Jira Service Management to streamline workflows, reduce manual effort, and enhance efficiency
• Optimize monitoring and alerts management across client environments
• Build a culture of accountability, collaboration, and excellence within the managed services team
• Support team onboarding, motivation, and professional growth
• Provide coaching and mentorship to team members, ensuring alignment with service goals and best practices
• Collaborate with internal teams (staffing, finance, operations) to ensure effective capacity planning and resource utilization
• Define and maintain metrics for operational performance (e.g., SLA adherence, response times, resolution rates)
• Track and report on key KPIs, ensuring continuous alignment with client expectations and internal goals
• Identify and implement process improvements to enhance service delivery and team productivity

Preferred Qualifications

• Experience integrating internal and external ticketing systems
• Familiarity with cloud ecosystems such as Snowflake, AWS, Azure, or GCP
• Ability to thrive in a dynamic environment, adapt to shifting priorities, and consistently deliver quality results

Benefits

• Comprehensive Life Insurance: Including dental and vision, wellness, home spa treatments, express doctor visits etc
• Paid Parental Leave
• Flexible PTO Options
• Company Bonus Program
• Asociación Solidarista
• Technical Training & Certifications
• Extensive Learning and Development Opportunities
• Flexible Work-from-Home Policy
• Work from Anywhere Benefit