Service Delivery Manager

We are seeking a dynamic and technically proficient Service Delivery Manager to lead the delivery of IT services across cloud, infrastructure, enterprise applications, and DevOps environments. The ideal candidate will bring a strong foundation in ITIL-based service management, DevOps practices, Agile/Scrum leadership, and hands-on experience with platforms such as SAP, Salesforce, AWS, and Azure. This role demands strategic thinking, operational excellence, and the ability to drive cross-functional teams toward successful outcomes. ✅ Key Responsibilities • Lead end-to-end service delivery across IT operations, ensuring SLA and KPI compliance. • Manage hybrid environments including cloud (AWS, Azure), on-premise infrastructure, and enterprise applications (SAP, Salesforce). • Oversee DevOps pipelines and CI/CD processes to support agile development and deployment. • Act as leader of Scrum Master for Agile teams, facilitating ceremonies and removing impediments. • Implement and optimize ITIL processes (Incident, Problem, Change, Release, etc.). • Collaborate with business stakeholders to align services with strategic goals. • Drive continuous improvement initiatives and manage service escalations. • Monitor performance and availability of infrastructure and applications using industry-standard tools. • Manage vendor relationships, service contracts, and third-party integrations. ️ Technical Skills Required/knowledge Cloud Platforms: • AWS (EC2, S3, RDS, IAM, CloudFormation) • Microsoft Azure (VMs, Azure AD, Monitor, Backup, ARM Templates) DevOps & Automation: • CI/CD: Jenkins, GitLab CI, GitHub Actions • Configuration Management: Ansible, Puppet • Infrastructure as Code: Terraform, CloudFormation • Containerization: Docker, Kubernetes Networking: • Protocols: TCP/IP, DNS, DHCP, BGP, OSPF • Devices: Cisco, Palo Alto, F5 Load Balancers • Tools: Wireshark, SolarWinds, NetFlow Analyzer • VPNs, SD-WAN, MPLS, Zero Trust Architecture Databases: • Oracle, SQL Server, MySQL, PostgreSQL • Backup, replication, HA, performance tuning Enterprise Applications: • SAP ECC/S4 HANA: Basis support, transport management, performance monitoring • Salesforce: Administration, integration, user support Monitoring & Scripting: • Tools: Nagios, Zabbix, Prometheus, Grafana • Scripting: PowerShell, Bash, Python ITSM Tools: • ServiceNow, Microsoft Dynamics, BMC Remedy, Jira Service Management Soft Skills & Leadership Experience • Proven leadership of cross-functional teams (10–30 members) • Certified Scrum Master with Agile delivery experience • Strong communication and stakeholder engagement skills • Conflict resolution and escalation management • Customer-centric mindset with a focus on service excellence • Adaptability in fast-paced, evolving environments • Mentoring and coaching experience • Strategic thinking and decision-making under pressure

Creado: Jue, 01 de Ene de 1970