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Hybrid in Mexico: Monterrey, & 10 others
Service Delivery Management& 6 others
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We are seeking a Service Delivery Manager to serve as the primary client point of contact, ensuring AMS services align with ITIL and meet SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incident responses, and drive continuous operational improvement—apply to help deliver reliable services at scale.
Responsibilities
- Own service operations governance to meet SLA, KPI, and contractual commitments
- Act as the primary liaison between clients and support, development, and infrastructure teams
- Coordinate critical incidents, escalations, and service restoration activities
- Lead war rooms and drive clear, timely communications during high-severity events
- Monitor ticket backlog, aging, demand trends, and operational performance signals
- Run root cause analysis and track corrective and preventive actions to closure
- Lead operational and executive service review meetings and align next steps
- Produce and present operational, executive, and service performance reports
- Drive continuous improvement initiatives to optimize service delivery and reliability
- Manage service request processes and ensure consistent ITSM execution across teams
Requirements
- 8+ years of service delivery experience in AMS or IT Service Management
- 5+ years of support operations experience under SLAs for critical services
- Proven leadership experience coordinating multidisciplinary and distributed teams
- Strong stakeholder management skills with managerial and executive audiences
- Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance
- Strong incident and problem management skills including critical escalations and recovery coordination
- Strong analytical skills for backlog, ticket aging, demand trends, and operational performance metrics
- Strong reporting skills to produce operational and executive service performance updates
- Strong decision-making skills under pressure with clear prioritization and organization
- Upper-Intermediate English proficiency (B2)
- Strong communication skills for executive updates and high-severity event coordination
Nice to have
- Hands-on experience with ServiceNow
- Hands-on experience with Jira Service Management
- Hands-on experience with Freshservice
- Knowledge of application support, integrations, and digital operations
- Experience supporting high-availability digital services in retail or entertainment