Service Delivery Manager (Remote) Milano

Service Delivery Manager (Remote)
Milano
Lombardia, Milano

Milan

- 41 Rue du Puits Romain L-8070 - Bertrange Luxembourg

Cap4 Lab is an European leading provider of Salesforce and MuleSoft services. We are recognized for offering high value-added operational consulting services, and for combining business and technology expertise to help our customers unlock their technological potential.

Supporting major groups in the luxury, industry or finance sectors, our company is growing strongly since our creation in 2018.

As a member of the MuleSoft Managed Services (MMS) Team, the Service Delivery Manager will provide high-level technical support and technical strategy road-mapping to managed services clients in a 24/7/365 environment. As a visible member of our team, this individual will work at Managed Solutions headquarters and at various client sites.

As a Service Delivery Manager you will be technical responsibility for a certain customers' pool across team and department boundaries. This speeds up workflows, simplifies processes and improves communication. As the central point of contact with customers, the SDM assumes responsibility for planning and central coordination. Furthermore, a SDM ensures that all assets of our customers' ecosystem are correctly documented. In this way, all information is centrally bundled and the prerequisite for a continuous improvement process is created.

**Vos missions**:

Being part of our international and distributed Managed Services team means:

- Accountability for overall client ownership from a technical perspective, ensuring and coordinating client issue resolution in accordance with Service Level Targets

- Acting as a senior technical resource for client issue/problem escalation in the managed services department

- Participating in problem and incident management activities, where necessary.

- Accountability for ensuring the successful management of Clients

- Assessing and understanding the technical needs of clients

- Mentoring and supervising daily activities of the Managed Services Support Engineer staff. Provide feedback to the team

- Performing technology project services for assigned clients

- Accountability for ensuring documentation management for clients

- Periodically travelling onsite to clients to address technical needs or concerns

- Drive outstanding customer experience.

**Votre profil**:

- Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members

- Strong organisational** **and problem-solving skills. Experience prioritising multiple responsibilities in a fast-paced environment

- Demonstrated success in a leadership/mentorship capacity strongly preferred.

- Passionate about technology, and love understanding complex technical issues

- Deep knowledge of Internet technologies and protocols such as HTTP and FTP

- Understanding of network monitoring concepts and management tools

- Able to collate and interpret data from various sources

- Demonstrated success using ticket systems to document client issues and communication

- Experience providing technical and professional mentorship to assigned reports

- Excellent oral and written English communication skills.

**IT'S A PLUS

- SOA and Microservices knowledge

- Knowledge of MuleSoft and Salesforce.

**Notre offre**:

- Welfare and benefits package

- Remote work: contemplated, to be determined by negotiation

- Concrete possibilities for growth

- International and convivial working environment with regular company events for training and integration.

Au sujet de Milan - IT - Technical Account Manager