Talent.com
No se aceptan más aplicaciones
(Buen Sueldo) Service Delivery Manager (IT)...

(Buen Sueldo) Service Delivery Manager (IT)...

Randstad MéxicoTenochtitlán, Coahuila, MX
Hace 1 día
Descripción del trabajo

Description

The Senior Service Delivery Manager is responsible for leading the Mexico Service Operations function, ensuring 24 / 7 continuity of support global platform and clients. This role requires a strong operational leader who combines deep technical service management expertise with the ability to develop people, drive performance, and embed a culture of accountability and excellence.

Operational Leadership

  • Lead, coach, and develop the Mexico Service Operations team (1st & 2nd line), ensuring consistent performance, quality, and professional development.
  • Own end-to-end management of major incidents and escalations, ensuring timely resolution and transparent communication to internal and external stakeholders.
  • Maintain high operational standards aligned with ITIL, ISO, and Six Sigma best practices.
  • Ensure shift coverage, workload balance, and robust handovers

Service Management & Performance

  • Drive adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
  • Produce and present regular performance and trend reports with actionable insights for continuous improvement.
  • Identify and mitigate recurring issues through root cause analysis and long-term corrective actions.
  • Lead problem management and post-incident reviews, ensuring lessons learned are embedded.

    • Continuous Improvement

  • Champion process optimization, automation, and tooling enhancements to increase efficiency and reduce incident volume.
  • Develop and refine service management processes in collaboration with the Head of Service Operations and other functional leads.
  • Foster a culture of proactive monitoring, prevention, and ownership within the team.

    • Stakeholder Management

  • Serve as the senior point of contact for internal and external escalations during Mexico operational hours.
  • Build strong relationships across Technology, Product, and Client Operations teams to ensure cohesive service delivery.
  • Liaise with 3rd party suppliers, managing service performance and accountability.

    • Essential

  • Minimum 5+ years' experience in Service Operations or Service Delivery leadership roles, ideally within fintech, payments, or technology services.
  • Proven track record in managing high-performing, multi-shift technical support teams.
  • Strong working knowledge of ITIL, with certification (v4 Foundation or higher).
  • Proficiency in Linux / Unix, SQL, and service monitoring tools (e.g., AppDynamics, OpsGenie, Nagios).
  • Analytical mindset with the ability to use operational data to drive decisions and improvements.
  • Strong written and verbal communication in English.
  • Proven stakeholder management and escalation handling experience.

    • Desirable

  • Experience in regulated financial services or payment processing environments.
  • Understanding of compliance frameworks (PCI DSS, SOC 2, ISO 27001).
  • Knowledge of Oracle SQL and back-office platforms.
  • Vendor and contract management experience.
  • Degree in Computer Science, Engineering, or related discipline.

    • Behaviours & Attributes

  • Confident and decisive leader who holds self and others accountable for results.
  • Challenges the status quo and seeks smarter, more efficient ways of working.
  • Calm under pressure and able to lead effectively during high-impact incidents.
  • Methodical, organized, and attentive to detail.
  • Strong people leader with excellent interpersonal and coaching skills.
  • Collaborative mindset – works across geographies and cultures to deliver a unified service.

    • Additional Information

  • This role will be based in Mexico
  • Working hours Mon - Fri (1hr lunch)
    • Crear una alerta de empleo para esta búsqueda

    Buen Sueldo Manager • Tenochtitlán, Coahuila, MX

    Ofertas relacionadas
    • Oferta promocionada
    OEX Agile Expert

    OEX Agile Expert

    Clarios, LLCCoahuila, Mexico
    OEX Agile Expert page is loaded## OEX Agile Expertlocations : Mexico, Nuevo León, San Pedro Garza Garciatime type : Full timeposted on : Posted Yesterdayjob requisition id : WD42851 • •Objetivo d...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Direct Materias Procurement Manager

    Direct Materias Procurement Manager

    Clarios, LLCCoahuila, Mexico
    Direct Materias Procurement Manager page is loaded## Direct Materias Procurement Managerlocations : Mexico, Nuevo León, San Pedro Garza Garciatime type : Full timeposted on : Posted Todayjob req...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Controlador Centro de Operaciones

    Controlador Centro de Operaciones

    Trinity Structural TowersMonclova, Coahuila, Mexico
    Controlador Centro de Operaciones.Proporciona monitoreo eficiente y respuesta inmediata en cuanto a seguridad patrimonial en todas las plantas de México y parte de Estados Unidos y se asegura de pr...Mostrar másÚltima actualización: hace 25 días
    • Oferta promocionada
    Digital Twin Technical Consultant

    Digital Twin Technical Consultant

    Rockwell AutomationCoahuila, Mexico
    Teletrabajo
    Digital Twin Technical Consultant page is loaded## Digital Twin Technical Consultantremote type : Remotelocations : Mexico San Pedro (remote)time type : Full timeposted on : Posted 30+ Days Ago...Mostrar másÚltima actualización: hace 4 días
    • Oferta promocionada
    Corporate Sponsorship Sales

    Corporate Sponsorship Sales

    Congreso Latinoamericano Tecnología y Negocios America DigitalMonclova, Coahuila, Mexico
    Teletrabajo
    Oferta laboral como Corporate Sponsorship Sales - Ventas de Sponsors / Stands para nuestros Congresos Inteligencia Artificial, Tech y Negocios America Digital basados en Chile, México y Estados Uni...Mostrar másÚltima actualización: hace 14 días
    • Oferta promocionada
    Sap Project Manager

    Sap Project Manager

    CIPEx - Consejo de Ingenieros Peruanos en el EXteriorCoahuila, Mexico
    Teletrabajo
    Madrid, Spain (Hybrid – Onsite required 2 days per week).We are looking for an experienced SAP Project Manager with a strong functional background in MM or SD, and hands‑on understanding of MM & WM...Mostrar másÚltima actualización: hace 4 días
    • Oferta promocionada
    Technical Account Manager - Food

    Technical Account Manager - Food

    Univar SolutionsCoahuila, Mexico
    Un lugar en el que nos importan las personas.Comience su recorrido profesional con Univar Solutions! Aquí puede producir un impacto en el mundo que lo rodea y acelerar su carrera en áreas que lo mo...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Technical Product Manager | SaaS / UX / Specs / SQL (100% Remote, US Timezone)

    Technical Product Manager | SaaS / UX / Specs / SQL (100% Remote, US Timezone)

    Clue InsightsCoahuila, Mexico
    Teletrabajo
    Technical Product Manager - SaaS Construction Tech - CLUE (getclue.Remote Role - Enterprise Construction Management Software (Specs, UX, SQL). We’re building the brain of heavy construction operatio...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Sap Fi E-Invoicing Consultant

    Sap Fi E-Invoicing Consultant

    CIPEx - Consejo de Ingenieros Peruanos en el EXteriorCoahuila, Mexico
    Teletrabajo
    SAP FI e-Invoicing Consultant - 6-12 months + extension.On behalf of one of our key partners, RED has a new opportunity for a SAP FI consultant with strong e-invoicing project experience to join th...Mostrar másÚltima actualización: hace 9 días
    • Oferta promocionada
    Sap Sac Consultant

    Sap Sac Consultant

    CIPEx - Consejo de Ingenieros Peruanos en el EXteriorCoahuila, Mexico
    Teletrabajo
    SAP BW / Datasphere / SAC Senior Consultant – Remote (Europe).RED Global is supporting one of our key international partners in their search for a Senior SAP BW / Datasphere / SAC Consultant for a ...Mostrar másÚltima actualización: hace 4 días
    • Oferta promocionada
    Regional Health And Safety Manager

    Regional Health And Safety Manager

    Endeavour. Inspired Infrastructure.Coahuila, Mexico
    Edged Spain has an exciting opportunity for a Regional Health and Safety Manager.In this position you will work directly with the Regional Operations Director, Regional Project Director and Data Ce...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Item Master Team Lead

    Item Master Team Lead

    YDU JC Air Cond & Ref Inc.- DubaiCoahuila, Mexico
    Johnson Controls • • is a global leader in smart, healthy, and sustainable buildings.With operations in over 150 countries, we are committed to driving innovation and excellence in building technolog...Mostrar másÚltima actualización: hace 2 días
    • Oferta promocionada
    Manager

    Manager

    Roccabox Property GroupCoahuila, Mexico
    Nueva Andalucia, Marbella, Costa del Sol.Roccabox Property Group is looking for a Rentals Team Manager to lead our rental management operations in Marbella. If you have experience in property rental...Mostrar másÚltima actualización: hace 1 día
    • Oferta promocionada
    Creative Project Manager Spain & Benelux

    Creative Project Manager Spain & Benelux

    Storisell EspañaCoahuila, Mexico
    Teletrabajo
    Storisell is an international marketing agency specializing in animation, testimonials, paid advertising, and our retainers. We focus on creating impactful content that transforms how companies attr...Mostrar másÚltima actualización: hace 2 días
    • Oferta promocionada
    • Nueva oferta
    Mobility Assistant Manager

    Mobility Assistant Manager

    Kia MéxicoCoahuila, Mexico
    KIA has a long history of making cars, for over 75 years, we have been putting people on the move.We have proudly delivered solutions that help people move from one location to another, connecting ...Mostrar másÚltima actualización: hace menos de 1 hora
    • Oferta promocionada
    Item Master Team Lead.

    Item Master Team Lead.

    Johnson Controls, Inc.Coahuila, Mexico
    With operations in over 150 countries, we are committed to driving innovation and excellence in building technologies and integrated solutions. Our people are at the heart of our success, and we are...Mostrar másÚltima actualización: hace 4 días
    • Oferta promocionada
    Scope Analyst

    Scope Analyst

    Construction SpecialtiesCoahuila, Mexico
    The Scope Analyst will be the initial point of contact who holds oversight to the central inbox of requests for project quotations to the Business Unit of responsibility. The Scope Analyst will be r...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Software Developer In Our Customer Care Team - Business Software Odoo

    Software Developer In Our Customer Care Team - Business Software Odoo

    braintecCoahuila, Mexico
    Teletrabajo
    Software Developer in our Customer Care Team - Business Software Odoo.Location : Madrid, Spain (or any other preferred location). Europe's leading full-service Odoo consulting company, with offices i...Mostrar másÚltima actualización: hace 2 días