Job Description

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment you will act as a Local support Service Delivery Manager having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT service.

Core Responsibilities :

• Monitor and manage desktop support to ensure service performance meets customer expectations
• Act as Single Point of Contact (SPOC) for client(s)
• Provide leadership direction and coach / mentor team
• Manage the onsite services according to the scope work and changes of scope
• Ensure that systems procedures and methodologies are in place to support the expected delivery of agreed services
• Ensure that best business practices are implemented
• Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations
• Ensure the assets in scope for the onsite teams are accurately tracked and registered in the asset management database
• Ensure the local stocks under the responsibility of the onsite teams is kept tidy the assets are tracked and stock levels are optimal.
• Ensure the PC lifecycle is managed according to agreed client expectations
• Take ownership of customer complaints related to local support and ensure corrections actions are implemented
• Assist with new launches or new services with client(s)
• Responsible for the invoicing of services
• Ensure financial performance targets are met
• Ensure that project and ad hoc activities are charged to the client either as part of the ongoing contract or through a change request form
• Evaluate classify and determine impact of change requests
• Develop service dashboards weekly and monthly reports and ensure data analysis that result into actionable outcomes
• Facilitate and lead weekly / monthly and quarterly service reviews with your team and client
• Provide to management regular reports on service performance
• Own and grow your designated account and lead by example.
• Innovate and propose new improvement ideas.
• Develop weekly status reports that will roll up into a monthly report.
• Participate in client meetings including Quarterly Business Review;
• Represent your region in the Quarterly Business Reviews;
• Own the local onboarding of the local workforce;
• Excellent organization and communication skills flexibility good time management and ability to follow processes and procedures.
• Proven experience of local IT support
• Good knowledge of hardware software and infrastructure technologies
• Experience with managing physical and virtual teams
• Excellent customer facing skills
• Minimum of 23 years experience working in an IT management role

Whats next :

Its best to apply today because job postings can be taken down and we wouldnt want you to miss this opportunity. In case you need further information just send us a message at and well be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain

or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group we value plurality and equity regardless of race sexual orientation disability age ancestry religion gender and nationality. We understand and encourage the importance of being you!

About us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries through our 70 offices located throughout the world. We have managed to become the preferred partner of many smalltomidsize local and regional companies as well. Most of our clients come from industries such as financial services manufacturing telecommunications chemical services technology public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant passionate teamoriented workplace. If you are a customercentric person with a get it done attitude come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini and join us onLinkedIn FacebookandInstagramwhere we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our companys name Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information please disregard them.

If you suspect youve been targeted please contact us immediately at for verification.

Key Points to Remember :

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.

Required Experience :

Manager

Key Skills

IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type : Contract

Experience : years

Vacancy : 1