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Service Delivery Manager

ID de la oferta RG19002522 Fecha de publicación Jan. 27, 2020 Lieu: Ciudad de México, Distrito Federal, Mexico
Full time, Regular Employee

Responsibilities:

The service delivery manager has general oversight over the operational team involved in the delivery process, even though he may not be their direct manager.  He is accountable for carrying out the required processes and tasks.
- Contributes customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

Main Requirements:
- Excellent written and verbal English communication skills
- Technical background on banking & IT, and graduated in related curses.
- ITIL  Certification

- Fluent in English

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!


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