Conduent Service Delivery Leader in Guatemala City, Guatemala

Service Delivery Leader


Position Title: IT Service Delivery Manager

Reports to: Business Information Office / Business Relationship Management

Job Summary: Provide exceptional IT Service Delivery, working as a leader to a team of IT professionals to coordinate, implement, maintain and continually improve IT Services for our customers. Act as a Primary Point of Contact for our IT Business Operations and our Customers. Facilitate performance reviews with internal Operations and external Customers in order to ensure pro-active, stellar delivery of contractual agreement and structured service improvement initiatives. Facilitate all requests from the customer. Focus on the customer.


n Manage day-to day relationships with all IT teams to ensure service integration delivery meets or exceeds the Customer’s expectations.

  • Train business stakeholders on Conduent IT governance processes, specifically interaction with IT Service Management

  • Explain process to identify scope/demand and document

  • Capture customer satisfaction and actively engage stakeholders to identify improvements

  • Manage and coach the IT Service desk and system administration staff for excellent performance

n Create and drive an ongoing environment and culture of exceptional customer experience.

n Create and maintain standards and templates for business process and IT service requirements capture

  • Create, communicate and document joint processes as necessary

n Work closely with stakeholders and Service Provider delivery personnel to effectively execute specific aspects of IT services delivery by:

  • Identifying specific plan deliverables, milestones, and required tasks needed to deliver the services

  • Assisting in navigating the Conduent organization

n Build a services relationships with the Customer

  • Conduct Customer service review meetings; areas covered will include performance reports, status, service improvements, quality and processes.

  • Evaluate and manage new requests, projects, and requirements

  • Define and communication Project Milestones and Deliverables

n Oversee incident, problem, availability, change and configuration management

  • Define and communicate reports to the Customer to ensure KPI/ SLAs are achieved

  • Review and communicate Root Cause Analysis and Defect elimination Plan, as required

  • Facilitating information gathering and needs assessment


n Familiarity with enterprise technology solutions to include conceptualization, business case development, and program management

n Strong interpersonal and oral/written communication skills with ability to communicate at the executive level

n Ability to solve problems involving remote and elusive symptoms often spanning multiple environments in a business area

n Understanding of how IT affects an organization and ability to link it to redesigned business processes

n Ability to thrive in a dynamic hands-on environment that requires a consultative approach and solutions that span multiple environments of a business unit

Education/Experience (3 – 5 yrs.):

n Bachelor's degree in Business, Computer Science, or related field; or equivalent is highly desirable

n Experience facilitating, leading or supporting business strategic and operational planning processes

n Familiarity with formal program management and information technology services delivery methodologies

n Demonstrated track record in client management responsibility involving infrastructure service delivery

n Familiarity with IT Service Management (ITSM) and ITIL concepts

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Service Delivery Operations

Primary Location Guatemala-Guatemala-Guatemala City

Organization Conduent Corporate

Unposting Date Ongoing

Req ID: 18019781