Descriptionthe 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)