Service Delivery Manager

• Oversee the delivery of technology services and ensure high-quality support to business stakeholders and clients
• Manage daily AMS operations and ensure timely, high-quality resolution of incidents, service requests, and operational issues
• Monitor service performance, SLAs, KPIs, and backlogs; identify risks and implement corrective actions
• Act as the primary point of contact for client stakeholders regarding service delivery, operational performance, and escalations
• Lead service review meetings and prepare regular service performance reports
• Coordinate resources and activities across distributed teams, ensuring effective collaboration between the Brazil-based team and US stakeholders
• Drive continuous improvement initiatives to optimize processes, increase efficiency, and enhance customer satisfaction
• Manage escalations and proactively address service delivery risks and recurring issues
• Support governance activities and ensure adherence to established processes, procedures, and contractual commitments
• Identify opportunities to improve service quality and strengthen client relationships

• 5+ years of experience as a Service Delivery Manager
• Fluent / advanced English
• Experience in Application Management Services (AMS) and IT Service Delivery Management
• Strong understanding of IT service management processes and service delivery best practices
• ITIL certification preferred
• Experience managing client relationships, service performance, SLAs, and operational KPIs
• Strong communication, organizational, and problem-solving skills
• Ability to coordinate distributed teams and collaborate effectively with stakeholders across different geographies
• Experience working in complex, international environments and managing multiple priorities is highly desirable