Senior service delivery manager
the senior service delivery manager is responsible for leading the mexico service operations function, ensuring 24/7 continuity of support for global platform and clients.
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.
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.
qualifications & experience
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.
experience in regulated financial services or payment processing environments.
understanding of compliance frameworks (pci dss, soc 2, iso *).
knowledge of oracle sql and back-office platforms.
vendor and contract management experience.
degree in computer science, engineering, or related discipline.
leadership & personal 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
seniority level
associate
employment type
full-time
job function
information technology and project management
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