IT - Service Delivery Manager

Louis Dreyfus Company es una empresa líder en la comercialización y transformación de productos agrícolas. Nuestras actividades abarcan toda la cadena de valor, desde el campo hasta la mesa, a través de una amplia gama de líneas de negocio, aprovechamos nuestro alcance global y nuestra extensa red de activos para servir a nuestros clientes y consumidores en todo el mundo. Estructurada como una organización matricial de seis regiones geográficas y diez plataformas, Louis Dreyfus Company opera en más de 100 países y emplea aproximadamente a 17.000 personas en todo el mundo.

Overview

In DT&A (Digital Technologies & Analytics) we are looking for a Technology and Operations Service Delivery Manager who will oversee the delivery of technology services and operations to ensure the highest level of client satisfaction. This role involves managing service delivery processes, coordinating with external vendors and various internal teams, continuously improving service quality and efficiency. The ideal candidate will be responsible for ensuring that our technology services are delivered efficiently and effectively, aligned with our global standards, processes and operating model, meeting the needs of our internal customers, and supporting our business objectives. This role reports directly to the Regional DT&A Operations Manager, and is based in Buenos Aires, Argentina.

Responsibilities

Service Delivery Management:

• Supervise the end-to-end provision of technology services, ensuring compliance with client requirements and Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), if required.
• Coordinate the IT Technology, Infrastructure and Operations team to ensure high availability and optimal performance.
• Create service delivery processes that adhere to industry best practices and align with company objectives.
• Drive initiatives to streamline processes, reduce costs, and enhance the efficiency and effectiveness of service delivery.
• Generate and present regular reports on service performance and operational efficiency. Execute improvement plans as required.

Operations Coordination:

• Work closely with operations teams to streamline procedures and improve service delivery.
• Partner with IT and business stakeholders to define SLAs/OLAs and ensure they are consistently met or exceeded.
• Oversee incident, problem and request management processes to minimize business impact and ensure timely issue resolution. Work on other ITIL processes.
• Lead the handling of service incidents and maintain timely communication with clients. o Identify process improvement opportunities and implement best practices to enhance service delivery.
• Perform risk assessments and develop contingency plans to maintain service continuity.

Client and Vendor Management:

• This document is not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify responsibilities to respond to changing business demands. o Establish and nurture robust relationships with clients, acting as the primary liaison for service-related concerns.
• Oversee vendor contracts and relationships for outsourced services and equipment.

Team Leadership and Development:

• Oversee and guide a team of service delivery professionals, promoting a culture of excellence and responsibility.
• Foster a culture of excellence and accountability by mentoring and developing team members.

Financial Management:

• Prepare and oversee the operational budget, focusing on cost-effectiveness and resource optimization

• Minimum of 3 to 5 years of experience in service delivery management, preferably in a technology or operations environment (mandatory)
• Bachelor’s degree in information technology, Business Administration, or a related field (desirable)
• Knowledge of industrial environments and processes will be considered an advantage. • Experience in agribusiness will be considered an advantage.
• Experience in a customer-facing position will be considered an advantage.
• Experience in multicultural environments will be considered an advantage.

Technical Skills

IT Service Management (ITSM)

• Knowledge of ITIL (Information Technology Infrastructure Library) framework (mandatory)
• Experience with service management tools such as ServiceNow, BMC Remedy, or Jira Service Management.

Infrastructure Management

• Understanding of network infrastructure, servers, storage, and virtualization technologies.
• Experience with cloud services (e.g., AWS, Azure, Google Cloud) and hybrid environments.

Incident and Problem Management 

• Proficiency in managing and resolving incidents and problems using established methodologies.
• Familiarity with root cause analysis and corrective action planning. 

Performance Monitoring and Reporting

• Ability to use monitoring tools (e.g., Zabbix, SolarWinds) to track system performance and availability.
• Skills in generating and interpreting performance reports and metrics.

Process Optimization

• Experience with process improvement methodologies such as Lean, Six Sigma, or DevOps practices.
• Ability to identify inefficiencies and implement process enhancements.

Security and Compliance

• Knowledge of cybersecurity principles and practices.

Vendor Management

• Experience in managing vendor relationships and contracts.
• Ability to evaluate vendor performance and ensure service level agreements are met

Additional Information for the job