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Service Delivery Manager

Publication Date:  Jan 21, 2023
Ref. No:  395214
Location: 

San Nicolas De Los Garza, MX, 66490

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the                                                           CAC 40 ESG and Next 20 Paris Stock indexes.

 

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

Service Delivery Manager

Leader for a medium to large, moderately complex client outsourcing engagement or Atos service, managing a team of supporting SDMs and international delivery teams working for different service lines and / or different GBUs.

In addition, served on a larger engagement as a member of an account/service line SDM team.

 

Core Responsibilities:

  1. The single accountable delivery orchestrator and leader for integrated services delivered to their client(s)
  2. Pro-active delivery integration driving inspection, detection, prevention, industrialization and improvement
  3. Applying execution discipline to ensure control and predictable results, driving and controlling success over the 4C’s: a. Client Service Quality b. Compliance & Security c. Cost Management d. Capabilities Building
  4. Utilizing an SDM Management System and organizational unit effectively to drive improvements, control, detection of out of line events and effective integration with the delivery organization
  5. Fostering and orchestrating a globally integrated and industrialized delivery operation for optimum results
  6. Developing and nurturing a culture based on: a. Client comes first, second and third b. 4C’s c. Raising the bar from average to great: continuous improvement d. Accountability: End2End ownership of the end result e. Pro-activeness: Seek, find and fix out of line events before they become problems and communicate value
  7. Developing partnerships with key delivery stakeholders (i.e., TSI, HoO, Service Line Heads) to increase management of details and positive impact on delivery
  8. Closely interlocking with CLM to support client relationship management and business growth

 

Skills

  • Leadership
  • Commercial Orientation
  • Creates environment of transparency
  • Cross-Functional and Inter-Disciplinary Awareness
  • Desire to find, fix and communicate value
  • Empathic, diplomatic negotiator
  • Influence & Persuasion (Consensus Building)
  • Natural leadership/authority
  • Organizational Awareness
  • Effective presenter up and down the organization
  • Strategic Perspective Management
  • Ability to delivery bad news and handle difficult situations
  • Analytical / metric driven / learn from data
  • Can manage in complex environments
  • Delegation
  • Effective Decision Making
  • Follow-up and Monitoring
  • Manages Ambiguity
  • Planning & Organization
  • Practices capture and analysis of Lessons Learned
  • Providing Direction
  • Structured, disciplined, leveraging your management system Collaboration & Relationships
  • Building Relationships
  • Client Intimacy & Focus
  • Intercultural Focus and how to drive best results from multicultural teams
  • People Focus and Interacting with People
  • Proactively seeks customer feedback and takes appropriate action
  • Fostering effective Team working Personal
  • Abstract/system thinker
  • Creative pragmatism
  • Creativity
  • Demonstrates courage in pursuing goals and objectives
  • Demonstrates Initiative and Intellectual Curiosity
  • Desire for Personal Development
  • Effective communication skills both written and verbal
  • Demonstrates Flexibility and Integrity
  • Goal/Results Orientation
  • Mental Agility
  • Manages stress

 

Minimum Requirements

  • +8 years of experience as Service Delivery Management o Senior
  •  Management experience in Service Desk, Call Center, on-siteTechnical Support, or similar (metrics, indicators, people management, service delivery).

 

 

Preferred Qualifications

  • BS degree is IT or Management
  • Experience with ITIL process

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.