Service Delivery Manager

Service Delivery Manager - Detalhes da Vaga. ● The role acts as the operational bridge between clients, Managing Partners, field engineering resources, and internal delivery teams to ensure seamless service execution and strong customer satisfaction. ● KEY RESPONSIBILITIES Own service delivery management for assigned customers and engagements remotely. ● Provide coverage for client communications, escalations, and operational coordination. ● Act as the main point of contact for service performance, issue resolution, and service governance. ● Coordinate with internal teams including helpdesk, managing partners field engineering, logistics, project management, and commercial teams. ● Manage service reviews, action logs, SLA performance tracking, KPIs and customer reporting. ● Support onboarding, transition, and steady-state service delivery for IT services and related engagements. ● Ensure service issues are managed promptly and tracked through to resolution. ● Maintain accurate records of service activity, customer requirements, risks, and dependencies. ● Work across global time zones to align LATAM delivery with APAC, EMEA, and other regional teams. ● Contribute to continuous improvement of service processes, client satisfaction, and operational efficiency. ● EXPERIENCE, KNOWLEDGE, SKILLS Proven experience in service delivery, professional services, or IT operations within a client-facing environment. ● Strong understanding of resource coordination, service governance, and operational control. ● Experience managing multi-stakeholder delivery models involving clients, partners, and technical teams. ● Background in IT services such as IMAC, ITAD, deployment, smart hands, hands & feet, or data centre services. ● Demonstrated ability to manage priorities, escalations, and service performance under pressure. ● Strong written and verbal communication skills in English, Spanish and Portuguese. ● Comfortable working across time zones and in a matrixed environment. ● COMPETENCIES Background in ITIL or similar service management frameworks. ● Experience supporting enterprise clients across Latin America. ● Knowledge of ITAM, deployment, wifi surveys, hands & feet support, or data centre relocation services. ● Experience working in a multinational, matrixed organization. ● WORKING ENVIRONMENT At Evernex, you will help deliver reliable, customer-focused IT services across a global operating model. ● This role is key to strengthening local coverage in Brazil & LATAM while supporting Evernex''s international service delivery standards and growth. ● . Requisitos para participar do processo. ● . O que oferecemos.