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.