Service Delivery Manager

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November 14

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Icaro Tech

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Artificial Intelligence • SaaS • IT & Service Management

Icaro Tech is a leading technology company specializing in digital experience and automation solutions. With over 27 years of expertise, the company focuses on simplifying processes for businesses through advanced technologies such as artificial intelligence, customer management, and process automation. Icaro Tech offers a range of services including IT and service management, managed services, and tailored digital product development to enhance operational efficiency and customer satisfaction.

201 - 500 employees

Founded 1997

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Prepare, control, and monitor the contract plan • Manage activity execution and ticket handling • Manage service levels and scope • Manage quality • Manage customer satisfaction • Manage risks and crises • Manage staff allocation • Manage priorities and maintain the backlog • Ensure use of processes, procedures, and tools • Report status (Internal/External) • Conduct regular status meetings (Internal/External) • Serve as escalation point and client focal point • Act as facilitator for the team • Provide feedback • Manage costs and revenues • Manage billing.

🎯 Requirements

• Experience managing teams (more than 2,000 hours) • Experience in support • Knowledge of traditional and agile project management • Knowledge of ITIL • Knowledge of agile methodologies (SCRUM, Kanban) • Clear and effective communication • Teamwork • Initiative and decision-making • Commitment to results • Critical thinking and sense of urgency • Business acumen • Public speaking • Availability for occasional client visits • Advanced Spanish (Fluency to interact with clients, present meetings, and lead calls) • Intermediate English (Reading, Writing, and ability to participate in meetings and listen to audio)

🏖️ Benefits

• Work anywhere: can work remotely or from one of our offices • Birthday day off • Flexible hours • Meal allowance • Food allowance • Transportation allowance • No dress code • TotalPass • Health insurance • Dental plan • Pet health plan • Partnerships with professionals and establishments • Graduate education assistance • Language course subsidy • Training and development program • Tutoring and mentoring program • Home office allowance • Childcare assistance • Life insurance • Referral bonus • Profit sharing • Breaktime: HR follow-up