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Devexperts works with respected financial institutions, delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms. The company focuses on trading platforms and brokerage automation, complex software development projects, market data products, and IT consulting services.
Job Description
We expect the Service Delivery Manager to:
1. Service Delivery Management:
- Ensure compliance with procedures, instructions, KPIs, and support contract commitments,
- Lead the onboarding process of the client during the production launch,
- Communicate with the client via telephone, e-mail, or IM to report the current status of issues,
- Oversee the resolution of major incidents, ensuring timely communication and resolution,
- Take responsibility for completing the support contract conditions.
2. Process management:
- Organize and supervise estimation, planning, and execution of routine maintenance operations & project development tasks within the support team,
- Manage the investigation process of technical issues,
- Manage a project support group in the Maintenance and Support department,
- Organize and manage the workload of the team and their backlog.
3. Service Improvement:
- Identify opportunities for process improvements and implement best practices to enhance service delivery,
- Identify opportunities to enhance the teams' active monitoring and reporting,
- Report on key performance indicators (KPIs) with the required stakeholders.
Qualifications
Must-have skills:
- 3+ years of experience in IT Service delivery management,
- Strong understanding of the ITIL framework,
- Knowledge of DevOps and SRE principles, software development lifecycle,
- Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
- Strong analytical and problem-solving skills,
- Strong leadership skills,
- Experience in participating in projects related to development, deployment, and maintenance of products,
- Experience in project management methodologies is a plus,
- Knowledge of financial software for trading is a plus,
- Bachelor's or Master's Degree in IT or relevant experience.
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