Service Delivery Manager

Responsible for managing a pool of 100 on-demand consultantsService Delivery Manager, related to the AMS support / maintenance of ERP ORACLE (EBS) and ORACLE CLOUD as well as partner products (SYNCRHO / MASTERSAF / OFM / XRT), based on service levels (SLA), involving management of incidents, problems, requests , small demands (agile factory) and projects:• First escalation point of contact to costumers, responsable to all contract services, including sales (cross / up), short projects… Show more Responsible for managing a pool of 100 on-demand consultantsService Delivery Manager, related to the AMS support / maintenance of ERP ORACLE (EBS) and ORACLE CLOUD as well as partner products (SYNCRHO / MASTERSAF / OFM / XRT), based on service levels (SLA), involving management of incidents, problems, requests , small demands (agile factory) and projects:• First escalation point of contact to costumers, responsable to all contract services, including sales (cross / up), short projects (corrective and evolutionary maintenance), interacting with the commercial/pre-sales areas;• Facilitating costumer communication during day-to-day care and providing the necessary resources;• Planning and conducting services focused on results (increased productivity, cost reduction, increased service quality and customer experience/satisfaction);• Guarantee of SLAs (Service Level Agreement) and KPI (Key Performance Indicators) contracted, with weekly and monthly meetings, presenting the indicators with the results, for the focal points of the contracts (coordinators, managers and directors);• Pre-sales/commercial support, understanding RFPs or Civil Announcements, surveys (Due Diligence - SLM) and preparation of proposals/bids;• Implementation of new operations/services, restructuring operations (Transitions - SLO);• Conducting follow-up and contract review meetings.Main customers: Kawasaki; Starrett; Avenue stores; Galapagos; CMAA;Main Projects/Results: recovery of almost lost contracts (annual revenue of 1.8mm) and improve NPS results with a tendency for renewals, nominations and new sales. Scope increase in “healthy” contracts (annual increase of 1.2mn), based on deliveries within the contracted period, with positive experiences through improvement in processes, adequate management of resources, assertive communication and close relationship with customers (satisfaction / objectives / partnership). Show less

Reporting to the Executive Director – Responsible for managing 400 employeesManagement of support contracts as a Service Delivery Manager, envolving Infrastructure and Software Factory. Directly responsable for attend strict Service Level Agreements (SLA), involving management of incidents, problems, requests, small demands (agile factory) and projects. Also responsable for customer satisfaction with deliveries, respecting the operational and financial goals of the projects, aligned to IT… Show more Reporting to the Executive Director – Responsible for managing 400 employeesManagement of support contracts as a Service Delivery Manager, envolving Infrastructure and Software Factory. Directly responsable for attend strict Service Level Agreements (SLA), involving management of incidents, problems, requests, small demands (agile factory) and projects. Also responsable for customer satisfaction with deliveries, respecting the operational and financial goals of the projects, aligned to IT Strategy. Show less

Reporting to the Executive Manager - Responsible for a pool management of 100 on-demand consultantsManagement of Services related to the support / maintenance contracts, of tecnologies ORACLE ERP (EBS) and ORACLE JDE, as well as partner products (SYNCRHO / MASTERSAF / OFM / XRT), based on service levels (SLA) involving management of incidents, problems, requests , small demands (agile factory) and projects. Directly responsable for IT Customer Satisfaction, NPS, operational and financial… Show more Reporting to the Executive Manager - Responsible for a pool management of 100 on-demand consultantsManagement of Services related to the support / maintenance contracts, of tecnologies ORACLE ERP (EBS) and ORACLE JDE, as well as partner products (SYNCRHO / MASTERSAF / OFM / XRT), based on service levels (SLA) involving management of incidents, problems, requests , small demands (agile factory) and projects. Directly responsable for IT Customer Satisfaction, NPS, operational and financial goals. Show less

Reporting to the Executive Director - Responsible for managing 30 employeesInfrastructure project management (Parts and Services), including Datacenter/Cloud, respecting the scope, deadlines and costs agreed in the proposal, following the methodology adopted by the company.

Reporting to the Executive Director - Responsible for managing 130 employees• Management and implementation of IT Services contracts (AMS), respecting the deadlines and costs agreed in the proposal and aligned with the methodology adopted by Stefanini;• Monitoring of implemented operations (QA), ensuring service levels and contracted deliverables;• Ensuring planned profitability, proposing action plans in case of operational deviations.

Reporting to the Executive Director - Responsible for managing 220 employees• Definition of Service Management strategies, Resource Allocation, operating model, internal procedures, deliveries, costs, Status Reports (C level - meetings), internal meetings (issues and mitigations), coaching and team training;• Proposal for improvements and/or new technologies, and their respective feasibility studies, based on root cause analysis, recurrent or major (critical) incidents.

IT Services Coordinator, responsible for coordination of support teams in Brazil and Argentina, including the implementation of the Service Desk model, Support N1, N2 and N3 (ORACLE DB, INFRASTRUCTURE AND SYSTEMS)

Reporting to the IT Manager - Responsible for managing 15 employees (Oracle DBA)

Reporting to Systems Manager - UNIX and ORACLE DB Administrator (SYBASE)

MVS Operator - Scheduller - Cobol Developer - Microinformatic Analyst - Systems Support (Oracle DBA)