Service Manager

Summary

Join Encora as a Service Manager and oversee the complete delivery of enterprise-level projects involving Cloud Infrastructure, AI, and Data Engineering within our multi-tenant SaaS platform. You will ensure alignment between business objectives and technical execution, managing timelines, budgets, and quality standards. This role requires combining technical proficiency with strong leadership and communication skills to drive collaboration across teams. Your expertise will guarantee the successful delivery of innovative solutions, fostering a culture of accountability and continuous improvement. The position is remote and located in LatAm. Encora is an equal opportunity employer.

Requirements

• Strong understanding of cloud infrastructure, particularly Microsoft Azure, including Azure Functions, Cosmos DB, Blob Storage, and Cognitive Services
• Hands-on experience with AI/ML models and frameworks (e.g., GPT, BERT, Azure OpenAI, TensorFlow, or PyTorch)
• Knowledge of data engineering principles, including data pipelines, ETL processes, and big data tools
• Familiarity with multi-tenant SaaS architectures, tenant isolation, and scalable system design
• Proven track record of managing large-scale, complex projects involving cloud, AI, and data components
• Expertise in Agile methodologies, with experience conducting sprint planning, backlog grooming, and retrospectives
• Strong risk management and problem-solving skills, with the ability to balance competing priorities and deliver under tight deadlines
• Exceptional leadership and team management skills, with the ability to inspire and align cross-functional teams
• Strong verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders
• Adept at stakeholder management, fostering trust and collaboration across diverse teams and levels of the organization

Responsibilities

• Oversee end-to-end project execution for the multi-tenant SaaS platform, ensuring timelines, budgets, and quality standards are met
• Manage highly complex projects involving Azure Cloud Infrastructure, AI/ML models, and data pipelines
• Establish and maintain project governance structures, including regular reviews, risk assessments, and course corrections
• Track and report project progress, identifying and mitigating risks to ensure successful delivery

Preferred Qualifications

• 10+ years of experience in IT service management, project management, or technical leadership roles
• Experience managing projects with tenant-specific AI models, multi-region deployments, and strict compliance requirements

Benefits

Remote work