Service Delivery Lead LATAM
On-siteSão Paulo, São Paulo, Brazil
Job Summary
Guide high-priority escalations and incidents, ensuring issues are navigated to resolution effectively. Execute the complete SI service life-cycle from demand receipt, quoting, negotiation, change implementation, and customer invoicing. Transform business needs into detailed technical solutions using knowledge of routing, switching, and Wi-Fi products. Manage KPI tracking, track demands in ServiceNow, and report financial performance relative to budget. Liaise with the SI Service Delivery Manager to share updates on activity, costs, and challenges. Qualify customer requests, identify ITSM evolution needs, and ensure service delivery compliance with GIO Site Infrastructure processes. Adapt service management processes and foster governance to deliver high-quality, sustainable operational SI performance across the LATAM region.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 7 years of experience in IT service delivery
- At least 3 years in a leadership or management role
- Proven experience working in a multinational environment, specifically within the LATAM region
- Strong understanding of ITIL framework and best practices
- Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate teams
- Demonstrated ability to build and maintain strong customer relationships
- Proficiency in English and Portuguese
- Strong analytical and problem-solving skills with a data-driven approach
- Experience with service management tools (e.g., ServiceNow, Remedy)
- Ability to travel periodically within the LATAM region
Desired Qualifications
- ITIL certification
- Proficiency in Spanish
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