Senior Support Lead

HCL is looking for IT Service Delivery Manager with the below skills:

Position Title: Senior Support Lead - ITSM

---

Position Summary

The IT Service Delivery Manager for Application Maintenance Services will oversee the delivery and continuous improvement of application maintenance and support services. This role is pivotal in ensuring the smooth operation, stability, and performance of enterprise applications. The manager will lead a team of IT professionals, coordinate with stakeholders, and manage vendor relationships to deliver high-quality support services that align with business objectives.

---

Key Responsibilities

1. Service Management and Delivery

- Oversee the day-to-day operations of application maintenance and support services.

- Ensure adherence to SLAs, KPIs, and service quality standards.

- Implement and monitor ITIL-based service management processes.

2. Team Leadership and Development

- Lead, mentor, and develop a team of application support analysts and engineers.

- Foster a collaborative and high-performance team environment.

- Conduct performance evaluations and provide career development guidance.

3. Stakeholder Engagement

- Act as the primary point of contact for business units and stakeholders regarding application support.

- Understand business requirements and translate them into technical solutions.

- Communicate effectively with stakeholders on service performance, issues, and improvement plans.

4. Incident and Problem Management

- Manage the resolution of major incidents and problems.

- Conduct root cause analysis and implement corrective actions.

- Ensure timely communication and updates during incident management.

5. Vendor Management

- Manage relationships with third-party vendors providing application support services.

- Monitor vendor performance and ensure compliance with contractual obligations.

- Coordinate with vendors for escalation and resolution of critical issues.

6. Continuous Improvement

- Identify opportunities for process optimization and service improvement.

- Lead initiatives to enhance application performance, reliability, and user satisfaction.

- Implement best practices and industry standards in application maintenance.

7. Financial Management

- Develop and manage budgets for application maintenance services.

- Monitor expenditures and ensure cost-effective service delivery.

- Identify opportunities for cost savings and efficiency gains.

8. Reporting and Documentation

- Prepare and present regular reports on service performance, issues, and improvements.

- Maintain comprehensive documentation of processes, procedures, and incident reports.

- Ensure knowledge management and documentation are up-to-date and accessible.

---

Qualifications

- Education: Bachelor's degree in Computer Science, Information Technology, or related field. A master's degree or relevant certifications (e.g., ITIL, PMP) are a plus.

- Experience:

- Minimum of 7 years of experience in IT service delivery or application support with experience in at least one of the following areas: SAP, COTS Apps or Digital Applications.

- Proven track record of managing application maintenance services in a complex enterprise environment.

- Experience with ITIL or similar service management frameworks. Certification in ITIL Foundations desirable

-Language: English (B2)

- Skills:

- Strong leadership and team management skills.

- Excellent negotiation, communication, and interpersonal skills.

- Ability to manage multiple priorities and work under pressure.

- Strong problem-solving and analytical abilities.

- Proficiency in service management tools and technologies.

- High sense of customer centricity

- Metrics and Process driven

---

Benefits:

• Christmas bonus 30 days
• remote Job
• Vacation bonus 25%
• 100% Payroll schema with Social security IMSS.
• 12 vacation days at first year
• Life Insurance
• Profit Sharing (PTU)
• Major medical insurance
• 13% Saving funds ($113,000 anuales aprox)
• Meals Allowance ($3,400 mensuales aprox)