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Service Delivery Manager, Technology Enablement:
Key Responsibilities:
Service Management & Delivery: Ensure the delivery of high-quality IT services, adhering to agreed-upon Service Level Agreements (SLAs) and operational standards. Proactively monitor service performance and identify areas for improvement, utilizing metrics, KPIs, and SLAs.

Incident, Problem & Change Management: Develop and implement incident and problem management processes to ensure timely resolution of technology issues. Coordinate and lead incident response and troubleshooting efforts to minimize platform downtime and impact on business operations. Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents and problems. Manage and coordinate maintenance activities, including software updates, patches, and upgrades, in adherence to maintenance windows and change management processes

Communication & Collaboration: Serve as a primary point of contact for service-related communications,



fostering strong collaboration between internal teams, clients, and third-party vendors. Ensure clear and consistent communication regarding service performance, incidents, and planned changes.
- Relationship Management: Build and maintain strong relationships with key stakeholders, including clients, account leadership, and internal technology teams. Understand client needs and expectations related to IT services.
- Reporting & Documentation: Prepare and present regular reports on service performance, key metrics, and improvement initiatives. Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases.
- Team Mentoring & Support: Provide mentoring and coaching to Technology Operations Specialists, supporting their professional development and ensuring they have the resources and guidance needed to excel in their roles.
- Vendor & Service Provider Manageme

📌 Service Delivery Manager Technology Enablement (Bogotá)
🏢 CSA-JLL - Colombia
📍 Bogotá