Position: Service Delivery Manager, Scrum Master, Support Operations Team Lead
Category: Project Manager
English level: fluent
Years of experience: 7

Strong account management skills, able to build and motivate a collaborative team, managing offshore/remote teams and activities, representing project & organization audits
Service delivery manager

Key competencies: Project Management & Governance, Scrum, Transition Management, Incident Management

Projects: IT, Retail, Pharmaceutical, Health Care

• Service delivery and operations support of several software development projects in parallel 
• Leading and managing a team of L2-L3 support engineers / Salesforce consultants/ developers/ QA ensuring agreed with SLAs relating to application availability, incident resolution, change requests fulfillment
• Management of Service/AMS contracts, participation in regular and ad-hoc meetings with the customers (enterprise-level)/ partners L1-L2 teams, production and vendor support teams
• Ensure compliance with customer's support and release management processes
• Preparation and transition projects to support: knowledge transfer planning, shadow support, reverse shadowing
• Managing and owning a team’s day-to-day activities and quality in terms of using right practices
• Conducting Scrum events, meetings facilitation, Agile and DevOps principles usage
• Developing internal support Knowledge base, contract, and tender/RFP documentation, SOPs, and policies
• Coordinating dependencies with onsite, offshore and any other external teams
• Onboarding new employees, people management, staff assessment


Interested in: Software development, DevOps, Change management
YES: opportunities in Software development, DevOps and Agile, outsourcing or product, DevOps, Release management, Account management
NO: call-centers