At ltm, we are a global technology consulting and digital solutions company, committed to driving innovation and delivering exceptional it services. We are currently looking for our next talent to join the team as a bilingual service desk - delivery manager.work model: onsite (monday to friday); 24x7 service desk operations as applicablelocation: paseo de la reforma, ciudad de méxico.role summary:the service desk delivery manager is responsible for endtoend delivery governance and continuous improvement of service desk operations.this role ensures highquality it support services aligned with slas customer expectations and itil best practices while managing teams stakeholders and operational riskskey responsibilitiesown and manage end‑to‑end service desk service delivery, ensuring adherence to slas, kpis, and contractual commitments.oversee day‑to‑day operations including incidents, service requests, access management, and escalations.act as the primary escalation point for major incidents and service disruptions.lead, mentor, and develop service desk leads, analysts, and shift teams, driving performance and engagement.manage workforce planning, capacity, rostering, and skills development.serve as the main point of contact for clients and internal stakeholders, leading service reviews, operational calls, and governance meetings.ensure itil‑aligned processes across incident, request, problem, change, and knowledge management.drive continuous service improvement, root cause analysis, trend monitoring, and preventive actions.own operational reporting and governance, including dashboards, sla/kpi tracking, csat, backlog, productivity metrics, and executive summaries.support service transitions, knowledge transfer (kt), automation, tooling optimization, and process st