Service Delivery Manager – SDM

FCamara Consulting & Training

. Own the contractual governance of the service and act as the single focal point for customer relationship management .

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 metrics-driven operations. Proven ability to lead executive meetings and manage customer relationships effectively.

Highest-signal resume keywords

ITIL Foundation CertificationService Level Agreement ManagementServiceNow ExperienceMetrics-Driven OperationsRisk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Managed IT Service DeliveryVariance AnalysisCorrective Action PlansContinuous Improvement ProgramsContractual Transition Management

Soft Skills

Customer Relationship ManagementLeadershipPresentation SkillsCollaboration

Tools & Technologies

ServiceNowPolicy Management Platform

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

BankingRegulated IndustryService CreditsComposite Service Level Indices

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own the contractual governance of the service and act as the single focal point for customer relationship management
Lead weekly operational meetings, monthly management meetings, and quarterly executive committees
Present service metrics and manage compliance with service level agreements
Lead risk management, capacity management, and recurring problem management for the operation
Track action plans agreed with the customer through to completion
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 participation of the policy management platform vendor in the quarterly executive 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
Proven experience managing service level agreements and managed service metrics, including variance analysis and execution of corrective action plans
Experience leading executive committees and management meetings with senior leadership 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 banking or another regulated industry (preferred)
Experience with contracts involving service credits and composite service level indices (preferred)
Metrics-driven operations experience and experience 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 3 days per week working on-site
Business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday
Position also open to applicants with disabilities