Service Delivery Management Support

Syffer is an all-inclusive consulting company focused on talent, tech and innovation. We exist to elevate companies and humans all around the world, making change, from the inside to the outside.

We believe that technology + human kindness positively impacts every community around the world. Our approach is simple, we see a world without borders, and believe in equal opportunities. We are guided by our core principles of spreading positivity, good energy and promote equality and care for others.

Our hiring process is unique! People are selected by their value, education, talent and personality. We dont present ethnicity, religion, national origin, age, gender, sexual orientation or identity.

Its time to burst the bubble, and we will do it together!

What You'll do:

- Support the day-to-day operation of NCI Academy business activities using appropriate project management principles, processes and tools;

- Generate the quarterly reporting and liaise with the Agency Finance staff to ensure quarterly invoices are accurate and delivered on time to the appropriate recipient;

- Contribute to the service lifecycle processes in accordance with Agency policy and procedures;

- Maintain a customer focus, acting as a customer focal point to deal diplomatically on a variety of problem management and business-related issues;

- Take responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution;

- Conduct customers' requests and vendors' offers analysis to support operational and business decision-making;

- Prepare and support Price Proposals (PP), Operational Level Agreements (OLA), and Service Support Training (SST) agreements;

- Develop and maintain resource allocation plans to support service delivery activities;

- Process daily EBA activities, including Purchase Requisitions (PRs), OLA PRs, and travel requests;

- Support product cost analysis and pricing;

- Support CAPEX and OPEX cost estimation, planning and monitoring;

- Support implementation of product/service rates into product pricing;

- Provide the support to new Business Model phased development and implementation;

- Manage daily ServiceNow (SNOW) activities, including service task structures, resource plan requests and management, and timecard processing;

- Manage risks and issues and contribute to Lessons Learned and Risk Registers documentation;

- Lead bi-weekly service delivery coordination meetings and contribute to ad-hoc activities;

- Maintain customer relationships in accordance with regulatory frameworks, directives, policies, internal processes, and contractual terms and conditions;

- Produce reports and presentation slide decks for quarterly, monthly, and ad-hoc customer engagement and service delivery activities;

- Contribute to annual customer survey development and continuously propose improvements to enhance efficiency, effectiveness, and customer service excellence;

- Process SNOW timecards and resource plans to ensure accurate service delivery tracking;

- Control data accuracy by performing regular checks of Training Management System (TMS) functionalities and outputs for customers and service delivery managers, and perform corrective actions to resolve data inconsistencies and internal tool malfunctions.

- Develop Projects and Services business intelligence; 

- On-site Job; 

Who You Are:

- A minimum requirement of a Bachelor's degree;

- Proven experience of project management or service delivery management including resource management (people, budgets, time, etc);

- Proven analytical skills to produce meaningful business intelligence for decision makers;

- Prior experience with pricing estimation and proposal development;

- Proven experience in customer focused roles and customers relationship management;

- Excellent analytical skills, particularly in advanced Microsoft Excel, Microsoft Power BI, and Tableau, with strong expertise in data analysis, visualization, and reporting;

- Evidence of prior experience and in-depth knowledge of Project Management tools;

- Prior experience in Business Development;

- Fluent in Portuguese and English;



What you'll get:

- Wage according to candidate's professional experience;

- Remote Work whenever possible;

- Delivery of work equipment adjusted to the performance of functions;

- Benefits plan;

- And others.

Work together with expert teams on projects of large magnitude and intensity, long term together with our clients, all leaders in their industries.

Are you ready to step into a diverse and inclusive world with us?

Together we will promote uniquess!