IT Service Delivery Manager

🕒 Agosto 3

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WorkNomads

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2021

🤖 Inteligência Artificial

💼 Consultoria

🏭 Manufatura

Artificial Intelligence • Consulting • Manufacturing

A WorkNomads é um provedor remoto de engenharia e serviços que ajuda operadores industriais a implantar IA full-stack, automação de borda e sistemas de controle integrados. Eles se posicionam como um único parceiro que assume o resultado completo — cobrindo todas as camadas, desde a infraestrutura física até a IA agente — e focam na transição das operações de reativas para autônomas, ao mesmo tempo que protegem e ampliam os investimentos de capital existentes. A empresa também opera uma força de trabalho distribuída e focada em nômades, com cargos remotos, opções de coliving e um centro de insights/hub (WN Lab Hotel) para conectar tecnologia, operações e formas modernas de trabalho.

Descrição

• Manage service delivery against agreed SLAs, KPIs, and operational targets. • Coordinate cross-functional delivery teams across multiple technology domains. • Act as the primary contact for Operations Managers and account stakeholders. • Own the operational health of all IT services supporting the account. • Ensure business-critical systems remain available, reliable, secure, and performant. • Coordinate incident response, service restoration, and communication during critical issues. • Lead operational reviews and drive continual service improvement initiatives. • Manage operational risks, mitigation plans and escalations through resolution. • Understand system architecture, integrations, and dependencies between platforms. • Review and coordinate the resolution of complex technical issues. • Support infrastructure, application, and integration improvements. • Manage multiple concurrent technology and process improvement projects. • Manage engineering teams and external vendors on enhancements and issue resolution. • Facilitate project planning workshops and stakeholder meetings. • Track milestones, dependencies, budgets, risks, and resource allocation. • Ensure projects are delivered on time, within scope, and aligned with business priorities. • Drive user adoption through effective communication, documentation, and training. • Conduct post-implementation reviews to measure outcomes against expected benefits and identify lessons learned. • Maintain a roadmap of continuous improvement initiatives and recommend priorities based on business impact and ROI. • Lead geographically distributed technical teams. • Mentor engineers and technical support staff. • Conduct performance reviews and coaching. • Manage workforce planning and capacity management. • Change management

🎯 Requisitos

• - Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline (or equivalent practical experience). • - 7+ years of experience in IT Service Delivery, Technical Operations, or IT Operations Management. • - Experience supporting business-critical applications within a customer-facing or sales-driven environment. • - Proven experience managing technology improvement initiatives or cross-functional IT projects from planning through implementation. • - Experience supporting enterprise SaaS platforms such as CRM, ERP, Contact Center, and collaboration tools. • - Demonstrated success in identifying operational inefficiencies and delivering technology solutions that improve productivity and generate measurable business value. • - Experience with one or more of the following platforms is desirable: Genesys Cloud or other Contact Center as a Service (CCaaS) platforms / Salesforce CRM / Odoo ERP / Microsoft 365 / Power BI, MS Frabric or similar reporting and analytics tools.

🏖️ Benefícios

• **Perks of being one of us:  ** • - *Flexible work setup*: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package. • - *Autonomy:* an environment where your technical vision matters, and you own your work-life balance. • - *Growth*: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries. • - *Global vibe:* an international, dynamic, remote-first workplace. • - *Connectivity Support:* home office allowance • - *Total Rewards*: paid time off and competitive remuneration. • - *Community*: team get-togethers and networking events are in our DNA! • - *Seamless Living:* need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!). • - Be part of something *beyond work:* culture, values, impact.