The Service Delivery Manager will be the main delivery Point-of-Contact for a client, will interface with the client contact(s), and will establish consistent communication methods and procedures, including leading and organizing weekly and/or monthly performance reviews, change management, etc.
The Service Delivery Manager is also responsible for analyzing performance results and trends, making recommendations to client on program enhances, change in direction, and risk/mitigation planning and advise the Account Manager of any adjunct service offerings that should be presented to the client . Perform consistent communication with multiple client contacts as a measure towards superior client satisfaction.
The selected candidate will lead a team working out of our office in Monterrey, Mexico.
5+ years of experience as an IT Service Delivery Manager.
Experience writing and negotiating SLA and OLA agreements.
Oversees all aspects and day-to-day activities of a service delivery function and support staff.
Manages service delivery team and individual objectives, performance and development.
Monitors and reports on service delivery metrics and overall performance.
Coordinates planned changes with customer service, change management and operations.
Maintains relationships with technical teams, IT, and business partners.
Communicates on major service outages/escalations.
Ensuring status and business impacts are clearly communicated
Ensure key incident management performance targets are met
Partner with other IT Service Management (ITIL) process owners to achieve cross-process synergies
- Desirable ITIL certification.
- Excellent interpersonal, written and verbal communication skills required.
- Ability to host & lead meetings with internal & external customers both in person and remotely.
- Candidate must also be able to be on-call during weekends and holidays (for urgent issues).
- English: conversational (85%+)
Location: Puebla, PUE.
About Definity First
Headquartered in Los Angeles, CA, with a state-of-the-art development facility in Monterrey, Mexico, Definity First serves businesses across North America. We have built and maintained business-critical Web platforms for small-to-medium businesses as well as large multi-national corporations.