Service Delivery Manager (SDM) Sênior
Core
End-to-end management of IT services ensuring quality, availability, SLA compliance, and excellent customer/user experience.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
IT service operations, incident response, change management, and service improvement initiatives.
Domain
IT Service Management (ITSM) / Cloud Infrastructure
Required skills
ITIL 4 (Incident, Problem, Change, SLA, Continuity), ITSM tools (Jira, ServiceNow, GLPI), Power BI, AWS architecture, API integrations, 24x7 operations management, contract management, LGPD compliance
Preferred skills
ITIL 4 Specialist (Create, Deliver & Support; Drive Stakeholder Value), ISO/IEC 20000, PMP/CAPM, AWS certifications, EXIN Privacy & Data Protection, Public Administration contracts (Lei nº 14.133/2021)
Technologies
Jira Service Management, ServiceNow, GLPI, Power BI, AWS
Responsibilities
Manage end-to-end service delivery and performance indicators (IMR, SLAs, availability); Monitor and ensure SLA compliance; Coordinate critical incidents and stakeholder communication; Lead Change Management (CAB) and Problem Management (RCA); Identify risks, bottlenecks, and continuous improvement opportunities; Prepare and follow up on management and operational reports; Organize and monitor 24x7 operations and shift matrices; Maintain service procedures and documentation; Plan and support service-related training; Monitor cloud infrastructure costs (FinOps); Manage client and partner relationships; Track contracts and service commitments.
Seniority
Senior, hands-on IC