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 handoversservice 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 *).
• 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)