Location: monterrey, mexico (onsite at hcl mexico gdc) employment type: full-time languages: native spanish + b1/b2 english hcl is seeking an experienced service delivery manager to lead a large, global service desk operation for a fortune 100 client.
this role requires strong leadership, deep it service management expertise, and a passion for driving service excellence, automation, and continuous improvement.
about the role as the global service desk delivery manager, you will oversee a team of 50+ service desk agents across multiple locations.
you will lead service improvement initiatives, manage client relationships, and ensure operational excellence in end-user computing (euc) services.
this is a high-visibility role that requires strong communication, analytical thinking, and hands-on leadership.
key responsibilities lead and manage a global team of 50+ service desk agents across multiple sites.
set up new service desk operations and drive operational maturity.
identify automation opportunities and collaborate with automation architects and customers to implement solutions.
conduct daily stand-ups, weekly/monthly governance meetings, and internal/customer reviews.
improve quality of service delivery through audits, analytics, and process enhancements.
manage onsite/offshore coordination and lead quarterly/semi-annual reviews.
monitor slas, conduct trend analysis, and identify opportunities for service improvement.
mentor team members in technical tools, operational processes, and best practices.
manage 3rd-party vendors and support contract negotiations.
drive customer satisfaction initiatives and shift-left strategies.
work with advanced support solutions including bots, ai, and cognitive agents.
desired experience & skills ~10+ years of it industry experience; experience managing 50+staff.
~7+ years managing service desk functions, service improvement programs, endpoint management, and field support operations.
~ proven experience driving automation, shift-left initiatives, and quality management.
~ strong knowledge of itil v3 processes (process specialist experience preferred).
~ experience deploying tools for service desk and ensuring maturity and adoption.
~ excellent leadership, customer relationship management, and communication skills.
~ degree in computer science, engineering, it, or related field.
~ excellent analytical, project management, problem-solving, and organizational skills.
~ willingness to travel as needed.