Service Delivery Team Lead (SP)

Development and Engineering @ São Paulo, Brazil

Description 
e-Core is one of the best places to work in Brazil (IT & Telecom) since 2008 according to GPTW's annual report and we are proud of our strong global team of smart and talented individuals committed to delivering high-quality work. Based in Porto Alegre and with offices in São Paulo (BR), Florida (US) and New York (US) we are the main Atlassian Platinum Partner in Brazil and currently expanding to the US Atlassian market. We are looking for a Service Delivery Team Lead in the São Paulo area to work in partnership with clients, advising them how to use software systems in order to meet their software development business objectives or overcome problems and providing strategic guidance to clients with regard to ALM, SDLC and Agile methodologies.

What you will do

  • You'll be a project and people manager
  • Manage day-to-day operations, including projects;
  • Track and measure project's plan and progression in terms of scope, cost, schedule, risks and issues, mitigation planning
  • Develop, maintain, improve and standardize various service delivery processes, KPIs, procedures and systems. Monitor and report progress to relevant stakeholders
  • Ensure client requests are addressed and project delivery is executed successfully in every respect to the customer's satisfaction
  • Ensure action is taken to deal with exceptions, problems, escalations and unforeseen events in a timely manner
  • Play a critical role in monitoring and guaranteeing customer satisfaction and ongoing customer success, working with your team to ensure service levels, delivery quality, and customer satisfaction targets
  • Liaise with Account Managers and Pre-Sales to implement e-Core's business development plans
  • Monitor and take action to meet Service Delivery quarterly business plans including goals and budget control
  • Resource planning; ensure adequate staff structure, coverage and allocation

  • Ensure adequate practices for recruitment, training and development of technical personnel. Evaluate candidates and hire for technical consulting and support positions both for Brazil and US locations
  • Take responsibility for evaluating and managing Consulting staff. Identify strengths, problem areas, and develop plans for improving performance
  • Develop, lead, coach and motivate a team of Technical Consultants and Technical Leads to reach their potential and deliver a great customer satisfaction

  • Build and foster a "customer first" and "operational excellence" culture to deliver exceptional service to over 130 active customers in Brazil and the US

  • Meet regularly with clients from Brazil and the US, communicating progress updates and action plans; Act as a final escalation point for service delivery matters
  • Provide insights and business advice on areas such as Project Portfolio Management, Application Lifecycle Management (ALM), Agile Methodologies, or IT Service Management.

 

What are we looking for?
  • 3+ years of operational management experience (preferably managing technical and/or customer facing teams)
  • 5+ years of project management experience (preferably in a software environment)

  • Demonstrated strong work ethic and leadership skills. Experience managing multidisciplinary, high-performance teams

  • Solid people management experience, having worked with teams of different sizes, directly and through other leaders

  • Ability to attract, hire, and retain high-performing, passionate IT professionals
  • Knowledge of technical service delivery operations including best practices, industry trends and customer service orientation
  • Experience building strong customer relationships and implementing methodologies to improve customer satisfaction

  • Experience with Key Performance Indicators (KPI), being process oriented and meeting Service Level Agreements
  • Ability to work in a fast paced environment with advanced organizational skills and, when required, outside business hours
  • Ability to prioritize work and assess risk, while delivering a high-quality customer experience with an appropriate level of urgency

  • Excellence in written and spoken English; Ability to communicate clearly, concisely, and in a professional manner
  • Significant experience working with international teams and customers
  • Experience with ALM, Agile methodologies, ITIL, business process improvement and change management
  • Bachelor's Degree in Computer Science or equivalent demonstrated experience

 

Desired
  • Experience with Atlassian products (JIRA Service Desk, JIRA Software, DevTools, Confluence, etc.)
  • Master’s degree in business administration or equivalent executive education certificate
  • Willingness to travel (occasionally)


Location 

  • Sao Paulo - SP 

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