Service Delivery Manager

Are you a proactive and customer-focused professional with a passion for service excellence? Do you have a track record of successfully managing and enhancing service delivery for clients? If so, we want to hear from you!

As a Service Delivery Specialist, you will play a pivotal role in ensuring the successful delivery of our services to clients while maintaining strong relationships and driving continuous improvement.

Your Impact:

• Manage and nurture client relationships, understanding their needs, and being the primary point of contact for client inquiries and concerns.
• Define, monitor, and ensure compliance with Service Level Agreements (SLAs) to meet client expectations.
• Collaborate with cross-functional teams, including operations and technical support, to ensure the seamless delivery of services.
• Coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact. Your strong background in incidents resolution will be a valuable asset.
• Ensure platform maintenance and address issues within tight deadlines, guaranteeing the uninterrupted flow of services.
• Identify opportunities for process and service delivery improvements and work towards optimization.
• Evaluate and mitigate risks related to service delivery, particularly focusing on risk management before releases.
• Participate in defining the service delivery strategy and contribute to long-term planning.
• Ability to manage escalations and conflicts effectively.
• Manage, build, and lead successful teams in a demanding ITIL environment.

Your Skills and Experience:

• Excellent knowledge and experience of Service Management Processes, Service Delivery and Operations Management.
• Strong creative thinking, problem-solving, and decision-making skills, driven by a data-driven decision-making mindset.
• A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and working effectively in complex environments.
• Bachelor's degree in a relevant field; additional certifications or qualifications in service management are a plus.
• Strong customer relationship management skills with a focus on satisfaction and retention.
• Excellent understanding of SLAs, incident and problem management, and ITIL service management best practices.
• Strong analytical and reporting capabilities.
• Exceptional communication abilities.
• Ability to manage multiple priorities and work effectively in a dynamic environment.
• Team leadership and collaboration abilities.
• Extensive experience in managing large application stacks is advantageous.

Requirements:

This position requires the availability for frequent travel with expenses fully covered by the company to the client's offices in Culiacán, Mexico, as dictated by business needs, 10 days a month.