Service Delivery Manager (Sdm) (Centro Sur)

Job Summary

A Service Delivery Manager (SDM) acts as a vital relationship between the organization and its customers ensuring the smooth delivery of top‑notch services that meet and exceed customer demands. A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as rectifying reliability issues, monitoring progress, ensuring SLAs are met by our partners, tracking KPIs, and knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals of the client as well as GlobalServe. One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of customer service in an effective and cost‑efficient manner.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes‑Oxley controls.

Primary Job Duties

• Must have experience with customer services, management, and account management.
• Maintain effective communication and collaboration with client managers and customers.
• Manage strategic and operational relationship with each customer's commercial and operational contact.
• Perform analysis on customer's quarterly / monthly / yearly data. Generate reports related to customers.
• Explore new opportunity of sales and share them with commercial team.
• Make sure all SLAs of customers are met highlighting reasons of SLA breaches.
• Perform risk analysis in the entire operation of the customer.
• Preparation of quarterly and/or semi-annual business reviews with customers.
• Hold regular meetings with external and internal stakeholders.
• Coordinate with customers and their procurement team to understand their items requirements globally and per country.
• Be aware and communicate to customers of any changes in catalog, price, specifications, EOL products etc.
• Work with catalog team to design and implement customer's catalog per country or globally.
• Develop and manage operational activities of customers.
• Develop and maintain Service Operational Guide (SOG) per assigned accounts/customers.
• Act as the backbone of customer's operations. Understand customer’s ask and drive it through internal team from operations, catalog and supply chain.
• Coordinate with Operations team to make sure all customer‑specific processes are followed.
• Coordinate with SCM team to make sure all supplier‑related processes are followed.

Attendance

Employees are required to be present at the approved work location in order to perform the functions of this position.

Travel Requirements

Occasional travel may be required, less than six trips per year.

Job Qualifications

• Degree requirements: Bachelor's Degree or the equivalent combination of education and work experience.
• Major if applicable: Computer Science, Engineering or similar.
• Minimum years of work experience to qualify for role: 3.
• Total years of work experience to be fully proficient: 7.

Required competencies

• Must be fluent in both Spanish and English.
• Experience from IT Hardware industry, working closely with corporate and international clients is preferred.
• Must be able to work under pressure and in rotating shifts/schedules as required - Must have a good MS‑Office skills.
• Strong interpersonal and communication skills to build and maintain relationships with clients.
• Ability to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Ability to effectively explain solutions both written and verbally to communicate with key stakeholders.
• Adaptable with ability to switch tasks based on shifting priorities.
• Analytical with ability to draw conclusions from data, systematic and rational.
• Ability to work well with all levels of the organization.
• Detail oriented with item‑by‑item focus, meticulous attention to detail with ability to proofread for accuracy.
• Judgment with ability to formulate opinions, compare and decide with good sense.
• Ability to document activities, anticipate problems, plan schedules, and monitor performance according to priorities and deadlines.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Work Environment and Physical Requirements

This role is in a standard indoor office or similar workspace which meets general office safety and ergonomic requirements. A standard indoor office has moderate noise levels with exposure to fluorescent or other lighting, computer monitors, forced air and occasional odors. Individuals require the ability to sit most of the day with some standing, bending, lifting, or reaching on occasion. Lifting only up to five pounds. The employee may be required to walk, primaril