Descrição da vaga
ROLE SUMMARY
The Service Delivery Manager is responsible for overseeing the delivery of professional services engagements in a multi-national environment, ensuring services are executed to scope, on time, and to the required quality standards. The role acts as the operational bridge between clients, Managing Partners, field engineering resources, and internal delivery teams to ensure seamless service execution and strong customer satisfaction.
KEY RESPONSIBILITIES
- Own service delivery management for assigned customers and engagements remotely.
- Provide coverage for client communications, escalations, and operational coordination.
- Act as the main point of contact for service performance, issue resolution, and service governance.
- Coordinate with internal teams including helpdesk, managing partners field engineering, logistics, project management, and commercial teams.
- Manage service reviews, action logs, SLA performance tracking, KPIs and customer reporting.
- Support onboarding, transition, and steady-state service delivery for IT services and related engagements.
- Ensure service issues are managed promptly and tracked through to resolution.
- Maintain accurate records of service activity, customer requirements, risks, and dependencies.
- Work across global time zones to align LATAM delivery with APAC, EMEA, and other regional teams.
- Contribute to continuous improvement of service processes, client satisfaction, and operational efficiency.
EXPERIENCE, KNOWLEDGE, SKILLS
- Proven experience in service delivery, professional services, or IT operations within a client-facing environment.
- Strong understanding of resource coordination, service governance, and operational control.
- Experience managing multi-stakeholder delivery models involving clients, partners, and technical teams.
- Background in IT services such as IMAC, ITAD, deployment, smart hands, hands & feet, or data centre services.
- Demonstrated ability to manage priorities, escalations, and service performance under pressure.
- Strong written and verbal communication skills in English, Spanish and Portuguese.
- Comfortable working across time zones and in a matrixed environment.
COMPETENCIES
- Background in ITIL or similar service management frameworks.
- Experience supporting enterprise clients across Latin America.
- Knowledge of ITAM, deployment, wifi surveys, hands & feet support, or data centre relocation services.
- Experience working in a multinational, matrixed organization.
WORKING ENVIRONMENT
At Evernex, you will help deliver reliable, customer-focused IT services across a global operating model. This role is key to strengthening local coverage in Brazil & LATAM while supporting Evernex’s international service delivery standards and growth.