Global Service Delivery Manager II

2 weeks ago

Midland, United States Stefanini, Inc Full time
Job DescriptionJob DescriptionReference #56413
Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost
-reducing and effective services (IT Infrastructure Outsourcing, End
-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.What will you do?You will oversee a number of teams across the globe providing outsourced IT services to one or more key client(s). This position will work closely with client representatives and requires someone with strong attention to detail, as well as excellent interpersonal skills. You will be responsible for driving strategy within your assigned delivery program(s) in partnership with the Business Unit Leader and Client Success Director. You'll be accountable for the operational results of your teams and will be expected to drive continuous improvement activities. You will also enjoy working with an energetic and dynamic team, engaging at many levels with the client to improve the service delivered to their users.


  • Single Point of Contact (SPOC) for client
  • Responsible for day
    -to
    -day global delivery of Field Services
  • Set the strategic direction of the program
  • Manage to scope of work and change of scopes
  • Accountable for Service Level Agreements (SLA) and other contractual deliverables
  • Develop and deliver managerial
    -level presentations
  • Chair and participate in both internal and client
    -facing service delivery meetings
  • Implement, monitor, and adhere to Best Business Practices
  • Conduct ticket audits, negative survey follow
    -ups and other quality initiatives
  • Own, investigate and follow
    -up on high
    -level escalations
  • Sponsor and drive improvement activities for the account
  • Champion innovation and transformation initiatives
  • Identify opportunities to expand service offerings
  • Manage financials to budget
  • Assist with development of monthly client invoices
  • Reconcile and approve vendor invoices
  • Hire Stefanini employees and secure vendor resources
  • Establish expectations, provide leadership, direction and coaching to the team
  • Create cohesive team environment through consistent management
  • Conduct formal one
    -on
    -ones and performance reviews
  • Leverage recognition programs to motivate and reward team
  • Provide expertise and insight on new business opportunities
  • Assist with development and launch of new accounts
  • Aide in corporate initiatives
  • Collaborate with colleagues in shaping the future of Field Services
  • Lead focus groups to develop and improve process and procedures
  • Perform other duties as assigned


What do you need to succeed?
  • In
    -depth understanding of IT industry dynamics
  • Three (3) + years' experience managing Field Services teams
  • Experience managing a global Field Services team(s) is a plus
  • Financial management experience
  • Critical thinking and problem solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations
  • Excellent relationship skills
  • Superior verbal, written, facility and presentation skills
  • Effective time and project management skills
  • Ability to manage strategically as well as at a more detailed level as needed
  • A valid driver's license is required
What you'll get
  • Work with brilliant minds, often within a global capacity;
  • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
  • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we're different
  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making;

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