*service delivery manager*
location mexico city
type: full-time
travel required: (yes 30%)
*job summary*:
*key responsibilities*:
- lead and oversee end-to-end service delivery for it projects, ensuring alignment with client expectations and contractual agreements.
- act as the primary point of contact for clients, managing escalations, and ensuring high levels of customer satisfaction.
- collaborate with cross-functional teams (development, infrastructure, sap, support) to ensure seamless service delivery.
- monitor slas, kpis, and performance metrics, implementing corrective actions when necessary.
- drive continuous improvement initiatives to optimize service quality and efficiency.
- manage financial aspects of service delivery, including budgeting, forecasting, and cost control.
- ensure compliance with organizational and industry standards (itil, agile, etc.).
- support pre-sales activities, including proposal development and client presentations when required.
- willingness to travel as needed to meet client and business requirements.
*required qualifications*:
- 5+ years of experience in it service delivery management (outsourcing, managed services, or consulting).
- strong understanding of sap environments (implementation, support, or migration projects is a plus).
- fluent in english and spanish (written and verbal) - mandatory.
- valid visa and passport (ability to travel internationally if required).
- proven experience in managing offshore/nearshore teams and multi-vendor environments.
- strong knowledge of itil, agile, and devops methodologies.
- excellent communication, negotiation, and stakeholder management skills.
- pmp, itil, or scrum master certifications are a plus.
*preferred skills*:
- experience in sap s/4hana, ecc, or other sap modules.
- background in cloud services (aws, azure, gcp) and digital transformation projects.
- familiarity with it security and compliance standards.
*what we offer*:
- competitive salary and benefits package.
- opportunities for professional growth in a global environment.
- dynamic and collaborative work culture.
tipo de puesto: tiempo completo
sueldo: $100,* al mes
pregunta(s) de postulación:
- ¿que nível de inglès dominas?
lugar de trabajo: empleo presencial