.Stefanini is looking for a Delivery Manager experienced with IT support field to join one of our international clients. Work model: full remote from Portugal Project duration: longterm Work hours: according to Brazil's time zone (São Paulo) Responsibilities: Operational Efficiency & Cost Management: Develop and implement strategies to optimize service delivery, minimize downtime, and reduce costs; Oversee budget control and provide accurate operational cost forecasts for all service offerings; Implement and monitor key performance indicators (KPIs/SLAs) to ensure consistent service quality and efficiency. Team Management & Leadership: Provide leadership and oversight to the problem, change, and incident management overheads and their respective 2nd and 3rd lines; Establish and maintain a culture of responsibility and accountability across all teams; Manage and resolve client escalations, ensuring excellent customer service. Continuous Improvement & Alignment: Collaborate with team leads to develop and implement tailored continual improvement programs; Ensure that services and practices align with department strategy and client demands; Actively promote innovation and best practices within the organization. Service Availability & Performance Management: Accountable for the availability management of all service offerings, ensuring minimal downtime; Oversee capacity and performance management for all service offerings to maintain optimal performance. Workforce & Talent Management: Develop and implement career path and progression plans for team members; Create and manage mentorship and internship programs to support recruitment efforts; Oversee workforce planning, talent acquisition, and talent retention initiatives. Requirements: Bachelor's degree in business, IT, or a related field; advanced degree or relevant certifications are a plus; 5+ years of experience in a service delivery or IT operations management role, preferably within a large organization; Proven experience managing teams of 50 or more FTEs; Strong understanding ofincident, problem, and change management processes and best practices; Demonstrated ability tooptimize operational efficiency and manage costs effectively; Excellent leadership, communication, and interpersonal skills; Ability to collaborate with cross-functional teams and drive alignment across the organization; Experience in developing and implementing career path programs, mentorship initiatives, and internship programs. Portuguese, Spanish and English is a must What's next? It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. To apply, please submit your updated english-written CV. The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification
