OLR teams consist of highly talented, well-disciplined, committed, capable professionals in their own discipline; self-organizing, adaptable, and cross-functional. The OLR approach to delivery and operations is built on over 20 years of leading global omnichannel solutions across various industries. Continuously learning, improving, and evolving through each engagement while staying at the forefront of ideas, technology, and a sustainable approach.
About the Role:
The Mid-Level SDM plays a key role in managing day-to-day service delivery, SLA compliance, and client success across one or more AMS accounts. This role requires confident coordination across global teams and a strong understanding of IT Service Management (ITSM) processes. They display an enthusiastic attitude and are demonstrably passionate about success and their clients' needs. They possess a strong "can do" attitude and are embedded in cross-functional teams that are committed to delivering better products and services for all our clients.
Responsibilities:
Service Governance
- Manage AMS delivery for assigned accounts and ensure SLA compliance
- Lead weekly/monthly client calls and prepare service reports
- Own escalation paths and coordinate resolution activities across teams
Financial & Operational Oversight
- Monitor account utilisation, backlog, and time logging hygiene
- Collaborate with Finance to maintain budget awareness and margin targets
- Support onboarding of new services or scope changes
Requirements
- 3-5 years of experience in AMS or IT service delivery roles
- Hands-on experience leading support operations for enterprise accounts
- Strong understanding of ticket lifecycle, SLAs, and ITIL practices
- Proficiency in reporting tools and service dashboards
- Fluent level of English is required
Preferred Qualifications:
- Experience with Oracle Retail or similar ERP support environments
- PMP, ITIL Foundation, or Agile delivery exposure
- Understanding of CD/CI and the technical concepts in releases and development
Benefits
- Private Health Insurance
- Private Life Insurance
- Flex Benefits monthly allowance
- Work-from-home friendly
- Coffee, Tea, and Water in the office
- Different social events with a lot of food
- Great Collaborative environment
- Training and developing
- Employer Benefits Program
- A Certified Great Place to Work
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