Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients' businesses through designing the products and services their customers truly value.
Job Description Are you a proactive and customer-focused professional with a passion for service excellence? Do you have a track record of successfully managing and enhancing service delivery for clients? If so, we want to hear from you!
As a Service Delivery Specialist, you will play a pivotal role in ensuring the successful delivery of our services to clients while maintaining strong relationships and driving continuous improvement.
Your Impact :
Manage and nurture client relationships, understanding their needs, and being the primary point of contact for client inquiries and concerns. Define, monitor, and ensure compliance with Service Level Agreements (SLAs) to meet client expectations. Collaborate with cross-functional teams, including operations and technical support, to ensure the seamless delivery of services. Coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact. Your strong background in incidents resolution will be a valuable asset. Ensure platform maintenance and address issues within tight deadlines, guaranteeing the uninterrupted flow of services. Identify opportunities for process and service delivery improvements and work towards optimization. Evaluate and mitigate risks related to service delivery, particularly focusing on risk management before releases. Participate in defining the service delivery strategy and contribute to long-term planning. Ability to manage escalations and conflicts effectively. Manage, build, and lead successful teams in a demanding ITIL environment. Qualifications Your Skills and Experience :
Excellent knowledge and experience of Service Management Processes, Service Delivery and Operations Management. Strong creative thinking, problem-solving, and decision-making skills, driven by a data-driven decision-making mindset. A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and working effectively in complex environments. Bachelor's degree in a relevant field; additional certifications or qualifications in service management are a plus. Strong customer relationship management skills with a focus on satisfaction and retention. Excellent understanding of SLAs, incident and problem management, and ITIL service management best practices. Strong analytical and reporting capabilities. Exceptional communication abilities. Ability to manage multiple priorities and work effectively in a dynamic environment. Team leadership and collaboration abilities. Extensive experience in managing large application stacks is advantageous. Additional Information Requirements: This position requires the availability for frequent travel with expenses fully covered by the company to the client's offices in Culiacán, Mexico, as dictated by business needs, 10 days a month.
