Service Delivery Manager - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

23-Oct-2022

Job ID

35462

Travel Amount

up to 10%

Description and Requirements

#LI-LH1
BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
The BMC Service Delivery Manager (SDM) performs a lead role in managing the support and maintenance of BMC enterprise software solutions deployed across different customer locations and is responsible for orchestrating the successful delivery of Application Managed Services engagements. SDMs are expected to drive Application Managed Services for its duration ensuring higher project margin, ensuring a high performing BMC Solution, drive continuous service improvements and help reduce issues (incidents/problems) with high customer satisfaction. A key KPI would be to ensure extension of Application Managed Services and drive to make reference customers for future opportunities

Key Responsibilities:
  • Responsible for successful service delivery 
  • Meet all agreed SLA’s and ensure high level of customer satisfaction
  • Ensure adoption of BMC Solution(s) within customer’s organization
  • Manage & control day-to-day operational activities across any/all BMC Solutions
  • Monitoring overall performance of services
  • Delivery continuous service improvements
  • Work with client’s and BMC teams (IT/Operations/Delivery/Support) to ensure delivered solution performs at the optimum level of functionality, availability and stability
  • Implement BMC best practices from Managed Services
  • Service Reporting & Stakeholder Management
  • Communicate with all stakeholders on service performance and value realisation
  • BMC PMO Administration
  • Ensure on time and accurate Burnsheet, Status Reports, OpenAir Administration
  • Work closely with customers and project teams to provide a smooth transition to Managed Services.
  • The objective is the achievement of profitable, on budget, meeting agreed SLA’s that meet or exceed stakeholder expectations.
  • Effective communication and work with diverse business units, to managed services 
  • The SDM applies best service management practices based on BMC methodologies and industry standards such as the Project Management Institute (PMI)
The services managed by SDM’s are a primary source for the harvesting of best practices for reuse on future engagements.
  • End-to-end management of execution including Due Diligence, Knowledge Transition, scope, time, cost, quality, communications, risk, and procurement. 
  • Perform due diligence and discovery during presales/post sales processes. 
  • Scope and size opportunities by working with customers and Services Sales team in defining preliminary business solution requirements. 
  • Participate in competitive bid teams and RFP responses.
  • Support pre-sales efforts in regard to coordination and planning. 
  • Complete necessary quality reviews for contract delivery (i.e. QA process checks).
  • Assist in negotiating and closing Services contracts that meet revenue and profit margin requirements and appropriate guidelines 
  • Commence project start-up process upon execution of contracts including: set-up in professional services application; secure resources; establish plans; and schedule kick-off meetings. 
  • Perform initial risk assessment and document risk mitigation plans and contingency procedures with the project team and maintain throughout life of the project. 
  • Publish and execute a communication plan to all project constituents including customer executive sponsor, customer project team, BMC account team and BMC management. 
  • Report project status to stakeholders on a weekly basis both verbally and written. 
  • Validate hours worked, expenses incurred and dollars invoiced to ensure compliance with contract terms and BMC policy. 
  • Validate proper invoicing techniques and ensure customer invoicing accuracy for work performed. 
  • Ensure timely entry of time and expense reporting by project consultants 
  • Utilize effective change control practices to manage scope, customer expectations, timelines and budgets. - Enforce and manage all change orders.
Qualifications / Certifications:

  • Bachelor's degree or equivalent
  • ITIL V3 Foundation (must), ITIL v3 Expert would be desirable
  • PMP, PRINCE 2 Practitioner or other formal training in Project Management methodology required
  • Knowledge of BMC solutions and the ability to articulate - BMC product certification preferred
  • Successfully delivered software consulting engagements in a software company
Experiences:
  • At least 4 years of experience at the SDM level (involving the following experiences)
  • Direct experience managing the outcome of Application Managed Services 
  • Exposure to managing multiple simultaneous managed services engagements with cross team dependencies
  • Experience of Application Managed Services for at least one year of duration 
  • Managed revenue of minimum $250,000 USD managed services budget
  • International experience preferred
  • Managed people from different countries and with various cultural backgrounds - international experience preferred. [onshore: offshore delivery model]
  • Able to demonstrate experience in IT Service Management and Cloud Computing Domains.
  • Experience working with LATAM customers
  • Effective communication skills in English & Spanish (verbal and written).
  • Has a very good understanding of PM tools like Microsoft MPP, Budgeting , expense management , expectation management, customer relationship
  • Very good functional understanding of Service Desk, Incident Management, Problem Management, Change Management, Release Management processes"

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

BMC will never ask for payment in exchange for employment.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.