Description
The Senior Service Delivery Manager is responsible for leading the Mexico Service Operations function, ensuring 24/7 continuity of support general 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.
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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)