Job Description:Key Responsibilities:Oversee the maintenance, administration, and continuous improvement of the Managed Services department, including tools and processes.Ensure the efficient delivery of Managed Services to Kaleris customers, adhering to high standards of serviceMonitor service performance and availabilityManage end-to-end service delivery for applications, infrastructure, cloud, database or support servicesServe as the primary point of contact for customers, managing all aspects of service delivery and customer communication.Lead the department to consistently meet or exceed Service Level Agreement (SLA) metrics, Track KPIs like uptime, response time, resolution time, prepare reports and dashboards for management, Identify areas for improvementDevelop and implement strategic plans to drive growth and maturity of the Managed Services department.Build strong relationships with customers and ensure customer satisfactionConduct regular service review meetingsManage IT support teams (L1, L2, L3), allocate resources and ensure proper workload distribution, Mentor and guide team membersManage third-party vendors and service providers, ensure vendors meet contractual obligations, Handle escalations with external partnersDrive service improvement initiatives, Implement best practices (often aligned with ITIL), Optimize processes and reduce costsEnsure IT services comply with security and regulatory standards, identify risks and implement mitigation strategiesQualifications:Minimum 9 years of experience as a Services Delivery Manager within an enterprise software company or related field.At least 7 years of experience managing a Project Management Office (PMO), Services Organization, or equivalent, with a focus on elevating service delivery capabilities.Strong project management expertise, supported by certifications such as PMI, PRINCE2, or equivalent.Highly self-motivated, detail-oriented, and able to operate effectively in a fast-paced environment.Strong analytical and problem-solving skills, with the ability to prioritize tasks in high-pressure situations.Excellent customer service skills, with a focus on maintaining strong client relationships.Knowledge, Skills, and Abilities:Experience in the maritime or logistics industry is highly advantageous.Familiarity with N4 Terminal Operating System (TOS) is a significant asset.Proven ability to work effectively in a team-oriented, collaborative environment, including working within distributed and virtual teams.Leadership and team managementKnowledge of ITIL processesProblem-solving and decision-makingExperience with service management tools (e.g., ServiceNow, JIRA)Analytical and reporting skillsDemonstrates professionalism, a strong work ethic, and a positive attitude.Outstanding verbal and written communication skills, stakeholder managementExceptional organizational and multitasking abilities.Commitment to delivering high-quality customer service and ensuring timely follow-up.A track record of meeting deadlines and maintaining a high standard of performance.Multilingual capabilities are a plus.This position is ideal for a highly motivated individual who thrives in a dynamic, customer-facing role and is eager to drive the growth and success of the Managed Services department.Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
