Location: monterrey, mexico (onsite at hcl mexico gdc)employment type: full‐timelanguages: native spanish + b1/b2 englishhcl 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 roleas 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.