Service Delivery Manager (SDM IMS Operations)

Você conhece a LDC? A LDC é uma das principais comercializadoras e processadoras global de produtos agrícolas, com um portfólio diversificado, que abrange toda a cadeia de valor, da originação à distribuição. Com atividades no centro da produção agrícola e de alimentos e guiados pelos nossos fortes valores, por um legado rico e uma visão clara, estamos comprometidos em trabalhar por um futuro seguro e sustentável. Ajudamos a alimentar e vestir cerca de 500 milhões de pessoas todos os anos, originando, processando e transportando aproximadamente 81 milhões de toneladas de produtos. Estruturada como uma organização matricial de 6 regiões geográficas e 10 plataformas, a LDC está ativa em mais de 100 países e emprega cerca de 18.000 pessoas em todo o mundo. Somos guiados por valores que norteiam todos os públicos em nosso trabalho. A ética e integridade fazem parte de todas as relações de negócio, assim como a humildade, comprometimento e diversidade.

Join the IT Global Operations team at LDC Company to ensure the effective and efficient delivery of IT services supporting our critical Data Center and regional branches. This role is pivotal in maintaining business continuity, standardization, reliable security routine and ensuring compliance with ITSM processes, including incident, change, problem, request, and event management.

The Solution Delivery Manager will play a crucial role in ensuring that all IT services related to support activities are delivered effectively and efficiently. This includes maintaining business continuity for our critical Data Center and regional branches. The role requires a focus on continuous service improvement initiatives to enhance efficiency and performance within our environment. Flexibility and adaptability to evolving IT solutions are essential.

Must guarantee service operations and continuous improvement of the scope of IMS Operations, related to our main Service Scope.

• Day to day operations
  • Manage the services related Global Data Centers contract and ensure compliance with contractual needs.
  • Monitor and validate that technical documentation from the environment is available and up-to-date.
  • Control and approve internal access to Data Center facilities.
  • Ensure all main components in the environment are monitored and implement proper monitoring if necessary.
  • Validate technical and operational documentation with vendors (Hardware, Technical, Collocation).
  • Maintain an updated escalation list for each service needed to keep the environment running.
  • Ensure inventories and CMDB are accurate.
  • Coordinate with support groups, third-party suppliers, and other relevant LDC departments involved in IMACDD activities (Install, Move, Add, Change, Decommission, and Disposals).
  • Coordinate service personnel performing IMACDDs, including coordination between LDC, suppliers, and on-site support service personnel.
  • Collaborate with LDC’s housing provider and relevant third-party providers to receive new supported equipment.
  • Coordinate activities related to incident, request, change, and problem management.
  • Ensure effective patch management activities.
  • Install tools to enhance the performance of supported software efficiently and in accordance with specifications.
  • Identify and implement improvement processes for operations support.
  • Facilitate and implement automation where possible.
  • Take corrective and proactive actions as required.
  • Ensure alignment and adoption of processes, best practices, and golden rules based on guidelines.
  • Drive opportunities for standardization, simplification, and improvement in the environment.
  • Participate in DRP testing needs and planning.
  • Execute and coordinate general housekeeping activities.
  • Coordinates restore test activities as defined in current procedures.
  • Control and facilitate internal and external audit requests

Technical knowledge:

• Management of services through the service governance routine and analysis of capacity, problem, improvement of the environment and charge of other teams.
• Acting on technical decisions and crises to prevent impacts on the business.
• Management and controlling the internal and external resources about the workdays, on-call and day-off.
• Lead the P1 incidents being the contact point and organize the resource that should be engaged.
• Hardware knowledge of Datacenter & Data Room stacks
• Successful candidates will have proven experience in remote managing Datacenter vendors in order to
  • Order racking / unracking of equipment
  • Handle remote troubleshooting equipment’s
  • Be experienced in handling hardware cabling, labelling and know how to guide vendors to apply cabling standards. Be also capable of reviewing and aligning cabling requirements.

Experience 

• Experience on Infrastructure Maintenance Support in a very diverse IT landscape.
• Knowledge of Datacenter infrastructure technologies (Blades, Middleware, Storage, Backup, Network).
• Proven experience in production environments / critical operations.
• ITIL Foundation certified.

Languages:

• Fluent English both written and spoken mandatory. 

Bachelor's degree. 

Additional Information for the job