Description
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 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.
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 27001).
* 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)