Objectivewe are standing up a new global it delivery center in mexico city to serve as the time-zone hub for the americas.
this center will be a cornerstone of our global, follow-the-sun it support.
the it service delivery manager will hands-on build and lead a world-class matrix support operation — ensuring reliable and secure services for users across north and latin america in our global it platforms.key responsibilitiesbuild & lead the delivery center• stand up the mexico city support organization (hiring, onboarding, culture, ways of working) and scale a multi-tier operation that as a matrix organization complements our global it teams.
• define the center's service portfolio and intake model; establish clear slas with global platform teams.
• create an operating rhythm aligned to the global it delivery model (azure devops, servicenow), including incident/major incident, problem, change, request, and knowledge practices.run excellent, data-driven service operations• active leader driving day-to-day service delivery for enterprise platforms in the americas time zones, ensuring stability, availability, and performance.
• on call/standby for major incident management, daily operations and clear escalation paths with global resolver groups.
• build robust runbooks and a shift-left knowledge base; enable self-service and automation to improve first-contact resolution and cost-to-serve.
• define and manage kpis/okrs (sla attainment, mttr, fcr, backlog age, csat, knowledge reuse, change success) and publish transparent performance reporting.
• collaborate with global it teams to deliver a seamless follow-the-sun model (americas ? Emea ? Apac).
• act as the primary interface to americas business teams and manufacturing sites, ensuring proximity support where needed and smooth handoffs between local and global teams.
• contribute to demand intake, capacity planning, release/change calendars, and post-incid