Service Delivery Manager/ Monterrey
Core
Strategic Service Delivery Manager acting as the Primary Point of Contact to ensure successful delivery of managed services projects and operations.
Role type
Senior Service Delivery Manager
Builds
Managed services projects and operations
Domain
IT Services / Managed Services
Required skills
Contract and SLA management, Financial management, Project management, Team leadership, Process improvement, Stakeholder management, Change management, Technical requirements analysis
Preferred skills
PMP certification, Scrum methodology, ITIL v4 framework, ServiceNow, ERP/CRM tools, Cisco technologies
Technologies
ServiceNow, MS Project, JIRA, PowerBI, Cisco
Responsibilities
Ensure contractual compliance of SLAs and KPIs for implementations and operations, Evaluate team performance and generate training plans, Coordinate shift assignments and escalation processes, Generate executive reports for stakeholders, Collaborate with decision-makers on priorities and requirements, Identify process gaps and automate workflows, Supervise contracts and financial flows including billing and collections, Track project profitability and margins, Provide internal training and coaching, Reformulate project scopes and schedules, Convert client requirements into technical specifications
