At ltm, we are a global technology consulting and digital solutions company, committed to driving innovation and delivering exceptional it services. We are currently looking for our next talent to join the team as a bilingual service desk - delivery manager. Work model: onsite (monday to friday); 24x7 service desk operations as applicable location: paseo de la reforma, ciudad de méxico. Role summary: the service desk delivery manager is responsible for endtoend delivery governance and continuous improvement of service desk operations. This role ensures highquality it support services aligned with slas customer expectations and itil best practices while managing teams stakeholders and operational risks key responsibilities own and manage end‑to‑end service desk service delivery, ensuring adherence to slas, kpis, and contractual commitments. Oversee day‑to‑day operations including incidents, service requests, access management, and escalations. Act as the primary escalation point for major incidents and service disruptions. Lead, mentor, and develop service desk leads, analysts, and shift teams, driving performance and engagement. Manage workforce planning, capacity, rostering, and skills development. Serve as the main point of contact for clients and internal stakeholders, leading service reviews, operational calls, and governance meetings. Ensure itil‑aligned processes across incident, request, problem, change, and knowledge management. Drive continuous service improvement, root cause analysis, trend monitoring, and preventive actions. Own operational reporting and governance, including dashboards, sla/kpi tracking, csat, backlog, productivity metrics, and executive summaries. Support service transitions, knowledge transfer (kt), automation, tooling optimization, and process standardization. Collaborate closely with engineering, infrastructure, and application teams to ensure seamless support. What you need to succeed: advanced english level (between b2 and c2). Strong experience in service desk or it operations leadership roles. Proven people management and coaching skills with a hands‑on leadership style. Excellent client and stakeholder management capabilities. Solid understanding of itil frameworks and itsm best practices. Data‑driven mindset with experience in reporting, governance, and performance management. Ability to stay calm under pressure and lead during critical incidents. Continuous improvement mindset and passion for operational excellence. Strong communication skills and customer‑centric approach. Compensation: competitive salary and above‑the‑law benefits package, including family major medical insurance, grocery vouchers, and life insurance ready to take the next step in your career? Join ltimindtree and become part of a team that values innovation, collaboration, and excellence. Apply today and let’s build the future together!