Service Delivery Manager

FCamara Consulting & Training

. Own the contractual governance of the service and serve as the single point of contact for the client .

Posted 11/4/2026full-timeSão Paulo • BrazilSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing IT service delivery, focusing on compliance with service level agreements and operational metrics. Proven ability to lead executive meetings and drive continuous improvement initiatives within regulated industries.

Highest-signal resume keywords

Managed IT Service Delivery ManagementITIL Foundation CertificationServiceNow ExperienceService Level Agreement ManagementMetrics-Driven Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Risk ManagementCapacity ManagementProblem ManagementVariance AnalysisContinuous Improvement ProgramsContractual Transition PhasesAction Plan TrackingOperational Metrics ExtractionAutomation PlanningRule Cleanup

Soft Skills

LeadershipCommunicationStakeholder ManagementPresentation SkillsCollaboration

Tools & Technologies

ServiceNow

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Banking SectorRegulated IndustryService Credit RegimesComposite Service-Level Indices24x5 Coverage24x7 Coverage

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own the contractual governance of the service and serve as the single point of contact for the client
Lead weekly operational meetings, monthly management meetings, and quarterly executive steering committees
Present service metrics and manage compliance with service level agreements (SLAs)
Lead risk management, capacity management, and recurring problem management for the operation
Track action plans agreed with the client through to closure
Prepare and present the monthly executive report
Present the automation plan, backlog reduction plan, and opportunities for rule cleanup, platform optimization, and environment rationalization on a quarterly basis
Coordinate the platform vendor’s participation in the quarterly executive steering committees

Requirements

What you’ll need

10+ years of professional experience, with a proven track record in managed IT or security service delivery management
Current ITIL Foundation certification
Demonstrated experience managing service level agreements and managed service metrics, including variance analysis and leading corrective action plans
Experience leading executive steering committees and management meetings with director-level stakeholders
Hands-on experience with ServiceNow for demand management and operational metrics extraction
Availability to work exclusively during business hours, Monday through Friday
Experience in the banking sector or another regulated industry (preferred)
Experience with contracts involving service credit regimes and composite service-level indices (preferred)
Metrics-driven operations experience and a track record of leading formal continuous improvement programs (preferred)
Experience with contracts involving teams distributed across shifts and 24x5 or 24x7 coverage (preferred)
Experience with contractual transition phases involving shadow operations, reverse shadowing, and formal acceptance criteria (preferred)

Benefits

Comp & perks

Hybrid work model, with on-site work three days per week in Osasco, São Paulo
Business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday
Position also open to candidates with disabilities