Location: Remote
anywhere in Brazil
Enabling What's Next
Who We Are
Established in 2004 as Techedge, with the addition of NIMBL in 2018, we have nearly 20 years of expertise that enabled us to become what we are today: Avvale! This path led us to have a presence in 13 countries with 4,000 Consultants worldwide.
What We Do
We partner with public and private companies to re-design their business models through the development of innovative and sustainable solutions. Our mission is to have a positive impact not only on our customers but the world we live in!
How we do it
Through circular economy models we are bridging the gap between sustainability and profitability.
What you'll do on the team
As a Service Delivery Manager, you will be responsible for overseeing the delivery of SAP support and technical services, while coordinating large enhancements and small projects that support our customers' evolving business needs.
In this role, you will ensure high-quality service delivery, maintain strong customer relationships, monitor operational performance, and drive continuous improvement initiatives. You will act as a key liaison between customers, consulting teams, and leadership, ensuring alignment on priorities, service levels, and delivery objectives. This position offers significant opportunities for growth in Service Management, Program Management, and Customer Success.
You will be responsible for:
- Ensuring the successful delivery of managed services, meeting agreed service levels, quality standards, and customer expectations.
- Coordinating and overseeing large enhancements and small projects, ensuring scope, timelines, risks, and dependencies are effectively managed.
- Monitoring service performance, reviewing KPIs, SLAs, and operational metrics, and proactively identifying opportunities for optimization and continuous improvement.
- Managing customer communications, facilitating governance meetings, service reviews, and status reporting to maintain transparency and alignment.
- Identifying and mitigating delivery risks, escalations, and operational issues before they impact service quality or customer satisfaction.
- Collaborating with application, Basis, infrastructure, and project teams to prioritize work and ensure efficient service execution.
- Driving process improvements, standardization, and automation initiatives to increase operational efficiency and service effectiveness.
- Supporting financial and operational governance activities, including forecasting, budget tracking, and performance management.
- Contributing to the development of best practices, documentation, and knowledge-sharing initiatives across the Service Delivery organization.
- Building trusted relationships with customers, understanding their evolving needs, and identifying opportunities to enhance service value and customer satisfaction.
What you'll bring to the team
- You will be fluent in English, both written and spoken.
- You will ideally bring 5+ years of relevant experience such as Project or Delivery Management in an IT, SAP or Consulting environment or other related experience.
- You will have strong analytical and problem-solving abilities to tackle challenges effectively.
- You will be a quick learner with a proactive, solution-oriented mindset.
- You will bring strong communication and stakeholder management skills, allowing you to collaborate effectively with customers and colleagues.
- Preferred but not required: You will have a bachelor's degree in Engineering, Economics, or a related field
Come with us
We are a dynamic team within a meritocratic context offering individualized professional career opportunities that allow you to use smart working practices to find work-life balance. You will have the opportunity to define a "tailor made'' growth path while working alongside expert coaches allowing you to deepen your technical skills and increase your know-how!
