Service Delivery Manager

Summary

Join Devexperts as a Service Delivery Manager in Porto, Portugal and contribute to the delivery of high-quality financial technology solutions. You will manage a project support group, overseeing incident resolution, process improvements, and client onboarding. This role requires strong IT service delivery management experience, ITIL framework knowledge, and excellent communication skills. Devexperts offers a comprehensive benefits package including flexible work arrangements, health and recreation benefits, modern office facilities, community activities, professional development opportunities, and social benefits.

Requirements

• 3+ years of experience in IT Service delivery management
• Strong understanding of the 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
• Bachelor’s or Master’s Degree in IT or relevant experience

Responsibilities

• Ensure compliance with the procedures, instructions, KPIs, and support contract commitments
• Lead an onboarding process of the client during the production launch
• Communicate with the client via telephone, e-mail, or IM to report the current status of the issues
• Oversee the resolution of major incidents, ensuring timely communication and resolution
• Take responsibility for completing the support contract conditions
• Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team
• Manage the process of investigation of the technical issues
• Manage tasks related to the bug fix of the product
• Manage a project support group in the Maintenance and Support department
• Organize and manage the workload of the team and their backlog
• Identify opportunities for process improvements and implement best practices to enhance service delivery
• Identify opportunities to enhance the teams' active monitoring and reporting
• Report on key performance indicators (KPIs) with the required stakeholders

Preferred Qualifications

• Experience in project management\ understanding of methodologies is a plus
• Knowledge of the financial software for trading is a plus
• ITIL certification is a plus

Benefits

• Possibility of hybrid/remote work mode
• Flexible working hours
• Work From Anywhere Program
• Fully paid additional wellness days (3 unwell days per year)
• Medical insurance for the employees and children
• Reimbursement of fitness / Urban Sports Club Membership
• Meal allowance (Coverflex Card)
• Flexpay system (Coverflex)
• Modern office with new equipment
• PlayStation, table football, and musical instruments in the office
• Parking spaces
• Free drinks and snacks
• Teambuilding activities
• Corporate parties
• Football Club
• Music club
• Speakers' club
• Free admission to corporate external events
• Possibility of joining conferences and professional fairs
• Personal branding development support
• English language courses
• Local language courses for foreign employees
• Unlimited access to self-learning platforms
• Certification opportunities
• Mentorship Program
• Parental bonus
• Pension plan (Coverflex)
• Referral bonus
• Blood donation paid leave