Service Delivery Manager

About the Position

We are seeking a Service Delivery Manager to serve as the primary client point of contact, ensuring AMS services align with ITIL and meet SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incident responses, and drive continuous operational improvement-apply to help deliver reliable services at scale.

Responsibilities

• Own service operations governance to meet SLA, KPI, and contractual commitments
• Act as the primary liaison between clients and support, development, and infrastructure teams
• Coordinate critical incidents, escalations, and service restoration activities
• Lead war rooms and drive clear, timely communications during high-severity events
• Monitor ticket backlog, aging, demand trends, and operational performance signals
• Run root cause analysis and track corrective and preventive actions to closure
• Lead operational and executive service review meetings and align next steps
• Produce and present operational, executive, and service performance reports
• Drive continuous improvement initiatives to optimize service delivery and reliability
• Manage service request processes and ensure consistent ITSM execution across teams

Requirements

• 8+ years of service delivery experience in AMS or IT Service Management
• 5+ years of support operations experience under SLAs for critical services
• Proven leadership experience coordinating multidisciplinary and distributed teams
• Strong stakeholder management skills with managerial and executive audiences
• Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance
• Strong incident and problem management skills including critical escalations and recovery coordination
• Strong analytical skills for backlog, ticket aging, demand trends, and operational performance metrics
• Strong reporting skills to produce operational and executive service performance updates
• Strong decision-making skills under pressure with clear prioritization and organization
• Upper-Intermediate English proficiency (B2)
• Strong communication skills for executive updates and high-severity event coordination

Nice to Have

• Hands-on experience with ServiceNow
• Hands-on experience with Jira Service Management
• Hands-on experience with Freshservice
• Knowledge of application support, integrations, and digital operations
• Experience supporting high-availability digital services in retail or entertainment

Location

• City: Monterrey
• Country: Mexico
• Work Location Type: Hybrid

Employment Type

• Type: Contract
• Experience Level: Senior