Gerente de Entrega de Serviços (Service Delivery Manager – SDM) at Jobgether

, , Brazil -

Full Time

Start Date

Immediate

Expiry Date

02 Oct, 26

Salary

0.0

Posted On

04 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, IT Service Management, ITIL, SLA Management, KPI Management, Stakeholder Management, Incident Management, Root Cause Analysis, Executive Reporting, Contract Governance, Cross-functional Coordination, Operational Leadership, Client Relationship Management, Risk Management, Continuous Improvement, Strategic Planning

Industry

Internet Marketplace Platforms

Description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Gerente de Entrega de Serviços (Service Delivery Manager – SDM) based in Brazil. This role is focused on ensuring excellence in the delivery of managed services for strategic clients, acting as a key interface between technical teams and executive stakeholders. You will be responsible for maintaining strong client relationships, ensuring service quality, and driving continuous improvement across operations. The position plays a critical role in overseeing SLAs, KPIs, and contractual obligations, ensuring that service expectations are consistently met or exceeded. You will lead governance routines, executive meetings, and incident management processes, especially in high-impact or critical scenarios. The role requires close collaboration with multiple internal teams such as support, project management, and customer success to ensure seamless service delivery. It is a strategic and highly visible position, ideal for professionals who enjoy client-facing environments and operational leadership. \n Accountabilities: Act as the primary point of contact for strategic clients, managing executive-level relationships and ensuring alignment on service delivery expectations. Oversee contract governance, ensuring compliance with SLAs, KPIs, and all contractual requirements. Coordinate cross-functional teams (Support, TAM, CSAM, PMO and others) to ensure integrated and efficient service delivery. Lead executive and operational meetings, presenting dashboards, performance indicators, risks, and improvement plans. Manage critical incidents, escalations, and crisis situations, ensuring timely resolution and clear executive communication. Drive root cause analysis (RCA) processes and ensure execution of corrective and preventive actions. Monitor service health and proactively identify risks, deviations, and opportunities for continuous improvement. Identify opportunities for optimization, automation, and expansion of managed services. Support commercial and customer success teams in contract evolution, retention, and growth strategies. Ensure execution tracking of action plans derived from audits, incidents, and operational reviews. Contribute to the standardization and maturity evolution of service governance practices. Requirements: Solid experience in Service Delivery Management, IT Service Management, or similar client-facing operational roles. Strong knowledge of ITIL practices; ITIL Foundation certification is considered a strong plus. Experience managing SLAs, KPIs, and complex service contracts in enterprise environments. Proven ability to handle critical incidents, escalations, and high-pressure operational scenarios. Experience working with cross-functional teams and coordinating multiple stakeholders simultaneously. Strong analytical and reporting skills, including creation of executive dashboards and performance reports. Excellent communication and stakeholder management skills, with executive-level client interaction experience. Strategic mindset with focus on continuous improvement, efficiency, and service optimization. Ability to work in hybrid model with availability for client visits when required. Strong organizational skills, leadership capability, and proactive problem-solving attitude. Benefits: Competitive compensation aligned with market standards (cooperative contract model) Hybrid work model based in São Paulo with client visit flexibility Exposure to strategic enterprise clients and complex service environments Opportunities to lead high-impact initiatives and service transformation programs Collaborative and cross-functional work environment Continuous improvement and professional development opportunities Participation in critical operational and executive-level decision-making processes. \n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1

Responsibilities

The role serves as the primary interface between technical teams and executive stakeholders to ensure excellence in managed services delivery. Responsibilities include overseeing SLAs, KPIs, contract governance, and leading critical incident management processes.