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. Process management:
1. Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
2. Manage the process of technical issues investigations by organizing meetings with responsible groups to get the solution as quickly as possible,
3. Verify and manage the tickets workflow to ensure that requests are closed without time gaps,
4. Manage tasks related to the product bug fixes, ensuring that the important fixes are delivered to the production,
5. Manage project support groups (Service Desk and SRE teams) in the Maintenance and Support department, ensuring the needed quality of the ITIL practices and tracking the tasks according to the given estimations,
6. Organize and manage the team's workload, review, and plan their backlog.
2. Service Improvement:
1. Identify opportunities for process improvements and implement best practices to enhance service delivery,
2. Identify opportunities to enhance the teams' active monitoring and reporting,
3. Identify the improvements to enhance the reliability of the product,
4. Report on key performance indicators (KPIs) with the required stakeholders.
3. Service Delivery Management:
1. Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
2. Lead an onboarding process of the client during the production launch,
3. Oversee the resolution of major incidents, ensuring timely communication and resolution,
4. Take responsibility for completing the support contract conditions.
5. Communicate with the client via telephone, e-mail, or IM to report the current status of the issues.
Qualifications
Must-have skills:
1. 3+ years of experience in IT Service delivery management,
2. Bachelor’s or Master’s Degree in IT or relevant experience,
3. Strong understanding of the ITIL framework,
4. Knowledge of DevOps and SRE principals, software development lifecycle,
5. Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
6. Experience in Cloud Services, preferably AWS,
7. Knowledge and experience in SaaS,
8. Experience in participation in projects in the field of development, deployment, and maintenance of the product,
9. Strong analytical and problem-solving skills,
10. Strong leadership skills,
11. Experience in project management understanding of methodologies is a plus,
12. Knowledge of financial software for trading is a plus.
13. ITIL certification is a plus.
Additional Information
Devexperts employees create the art of FinTech in comfortable working spaces in modern business centers around the world. Join our team in Porto and enjoy:
Work Regime Flexibility benefits:
1. Possibility of hybrid/remote work mode
2. Work From Anywhere Program
Health and recreation benefits:
1. Fully paid additional wellness days (3 unwell days per year)
2. Medical insurance for the employees and children
3. Reimbursement of fitness / Urban Sports Club Membership
4. Meal allowance (Coverflex Card)
5. Flexpay system (Coverflex)
Facility benefits:
1. Modern office with new equipment
2. PlayStation, table football, and musical instruments in the office
3. Parking spaces
4. Free drinks and snacks
Community benefits:
1. Teambuilding activities
2. Corporate parties
3. Football Club
4. Music club
5. Speakers' club
6. Free admission to corporate external events
7. Possibility of joining conferences and professional fairs
8. Local language courses for foreign employees
9. Unlimited access to self-learning platforms
10. Certification opportunities
11. Parental bonus
12. Referral bonus
13. Blood donation paid leave
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Life in Devexperts
We will only achieve our mission if we live our culture. We start with becoming learners in all things—having a growth mindset. Then we apply that mindset to learning about our customers, being diverse and inclusive, working together as one, and—ultimately—making a difference in the world.
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