Service Delivery Lead - Managed ServicesRoboyo is not a typical technology consultancy.
We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.
We started as pioneers.
Today, we are the world's largest specialist Intelligent Automation company and remain at the cutting edge.
Our growth, success, and contribution to the success of our clients are a result of one thing – our people.
We are united by our purpose, to take what's possible to the next level – for our clients, our business, and for each other.
At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.
We are seeking a highly skilled and motivated Service Delivery Lead to take on the responsibility for the operational and commercial success of a portfolio of managed services engagements.
The successful candidate will be instrumental in managing premium tier engagements, acting as the primary point of contact for operational matters.
This role requires a strong focus on meeting service level agreements, client satisfaction, and adherence to delivery standards and best practices.
The ideal candidate will have at least 3 years of experience in the delivery or support and maintenance of low-code applications or intelligent automation solutions.
Responsibilities and tasks for this roleOversee the operational and commercial success of Managed Services engagements within their portfolio.Manage engagements, ensuring service level agreements are consistently satisfied.Gather data for key performance indicators to ensure Service Delivery Manager has accurate management information.Serve as the primary point of contact for regular operational matters related to the Managed Services engagements.Provide operational transparency and performance visibility to clients and Roboyo leadership.Attend regular cadences included in the service tier, representing the service delivery team.Act as the primary point of escalation for issues arising within their portfolio of Managed Services engagements.Specific Business Development: Responsibilities & TasksEnsure we have the right environment and the right resource load to deliver on commitments and expectations; provide transparency and performance visibility to client and Roboyo leadership; build sustainable client relationships.Ensure coverage periods are maintained at all times for all engagements in the portfolio.Ensure service level agreements for each service tier are consistently satisfied.Ensure service delivery teams have a clear understanding of their engagements, including service objects, coverage requirements, SLAs, and reporting.Articulate technical problems and solutions with other IT professionals.Ensure service delivery teams regularly verify service objects in client systems, to confirm they are operating as expected.Uphold managed services delivery standards and best practices for all engagements.Mentor engineers and junior members of the team.Must Have Qualifications & CompetenciesProficiency in French and English (other languages are a plus).Bachelor's degree in business, Information Technology, or related field.Proven experience in service delivery management, preferably in a Managed Services environment.Strong understanding of service legal agreements and operational best practices.Excellent communication and collaboration skills.Escalation management and problem-solving skills.Understanding of the full software development lifecycle.Experience of good service management.Preferred QualificationsCertifications in project management, service delivery, or related areas.Experience in managing service delivery within a hub environment in a multinational corporation.Benefits30 days of vacation.Private health insurance.GrowthJoin a market-leading firm in one of the fastest-growing industries to pioneer the next generation of automated technologies.Tailored development plan with career coaching.Regular feedback – we value your opinion, and we appreciate new ideas.International career and project opportunities.Deepen your working knowledge of intelligent automation through our structured training courses (the Roboyo Academy).TeamImmerse yourself in an exciting, positive, and creative atmosphere and generate novel solutions to some of our clients' most complex challenges.Work in different international and cross-cultural teams for each project.Regular Team Events where colleagues become friends.We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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