Service Level Manager

hace 2 semanas


Ciudad de México Zebra Technologies A tiempo completo

**Remote Work: Yes**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Service Level Manager will be responsible for maintaining and improving the quality of service provided by Zebra to its customers. This involves monitoring service level agreements (SLAs), ensuring that performance targets are met, and communicating with both internal teams to address any issues and make improvements. The Service Level Manager also plays a key role in identifying areas for service enhancement and implementing strategies to meet or exceed customer expectations.

**Responsibilities**:

- Defining, and documenting service level agreements (SLAs)
- Collaborating with stakeholders to establish and refine service level requirements for various services or products.
- Monitoring and reporting on service performance against agreed-upon SLAs, identifying any deviations and taking corrective actions as necessary.
- Communicating with internal teams and external vendors, to ensure that service levels are consistently met or exceeded.
- Identifying areas for service improvement and working with relevant teams to implement necessary changes.
- Conducting regular reviews of service levels and making recommendations for enhancements to meet changing business needs.
- Leading initiatives to align service delivery with the organization's overall business objectives.
- Providing guidance and support to teams working to deliver services within the defined SLAs.
- Developing and maintaining key performance indicators (KPIs) to measure and track service performance.
- Collaborating with stakeholders to address any service-related issues or concerns and ensure customer satisfaction.
- Ensuring that adequate monitoring and reporting mechanisms are in place to track service performance and compliance with SLAs.
- Developing and maintaining a service catalogue that outlines the available services, their features, and associated SLAs.
- Identifying and mitigating potential risks that could impact service delivery and performance.
- Working closely with service and operational teams to align processes and resources in support of service level objectives.
- Playing a key role in the continuous improvement of service delivery through data analysis, trend identification, and the implementation of best practices.
- Representing the service management function in meetings, discussions, and negotiations related to service levels and performance

Qualifications:

- Education: A bachelor's degree in a relevant field such as business administration, information technology, or a related discipline.
- Critical skill of presentation: ability to create PowerPoint presentations that contain the stories of how the indicators have been improving/implementing along with the reasons for it for executives and customers senior staff
- Experience:

- At least 4 years of experience in service management, service delivery, or related roles, with a strong understanding of service level agreements, key performance indicators, and IT service management frameworks such as ITIL (ideally certified in ITIL 3 or 4).
- Experience implementing Service Level Management
- Communication Skills: Excellent verbal and written English communication skills are essential for effective interaction with internal teams and external stakeholders, this position will have meetings with executives and customers senior staff
- Analytical Skills: The ability to analyze performance data, identify trends, and make informed decisions to maintain or improve service levels.
- Negotiation Abilities: Proficiency in negotiating and defining service level agreements in alignment with business requirements and customer expectations.
- Customer Focus: A focus on understanding and meeting customer needs, ensuring a high level of customer satisfaction with the services provided.
- Project Management: Familiarity with project management principles and methodologies to facilitate the implementation of service level management processes and improvements.
- Leadership: Capability to lead and motivate teams, drive collaboration across departm


  • Service Level Manager

    Encontrado en: Jooble MX O C2 - hace 2 días


    Ciudad de México Tiger Text A tiempo completo

    Remote Work : Yes Overview : At Zebra, we extend the edge of possibility by shaping the future of work on the front line reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create...

  • Service Manager

    Encontrado en: Jooble MX O C2 - hace 1 semana


    Ciudad de México ABB Schweiz AG A tiempo completo

    Service Manager Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a...

  • Service Manager

    hace 1 día


    Ciudad de México GFT Technologies A tiempo completo

    **Service Manager**: - Mar 6, 2023- Location: Mexico City, MX, 11850- Working place: Hybrid**¿Quiénes somos?** GFT es una compañía tecnológica en la que confían instituciones financieras líderes a nível internacional para satisfacer las demandas de la transformación digital. La innovación y la creatividad forman parte de nuestro ADN y son la...


  • México Hemmersbach GmbH & Co. KG A tiempo completo

    Hemmersbach is looking for a highly motivated and experienced Service Delivery Manager to lead our nationwide team of Field Engineers. - Mexico - Querétaro - Young professionals - Full-time **—** Your Benefits **—****: - Buddy program- Extensive paid training- Flat hierarchies- Internal career development- International environment- Modern and...

  • Service Sales Manager for Channels

    Encontrado en: Jooble MX O C2 - hace 1 semana


    Ciudad de México ABB Schweiz AG A tiempo completo

    Service Sales Manager for Channels Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we...


  • Ciudad de México Videojet A tiempo completo

    **Key responsibilities specifically are**: Execute service growth plan with the base of our three pillars, Performance, Growth and Efficiency, prioritize and implement service activities to fulfill maintenance contracts and service-level agreements using Priority 1 and Priority 2 policy to speed service on site. Evaluate time and resources required for...


  • Ciudad de México Netflix A tiempo completo

    Mexico City, Mexico- Customer Service- Program Manager - Customer Service Content Strategy - Mexico City - Customer Service At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses:...


  • Ciudad de México Siemens Energy A tiempo completo

    Mid-level Professional **IT Endpoint Protection Service Manager** **Location**: Mexico, Queretaro **Department**: Siemens Energy Information Technology **Mode of Employment**: Permanent **LET’S TALK ABOUT YOU** **Your profile** - Bachelor’s / Master’s degree in computers / IT, or equal, ideally with experience in service management - 7-9 years of...


  • Ciudad de México Pfizer A tiempo completo

    ROLE SUMMARY The Meetings, External Engagements, & Travel (MEET) In-Market Service Ambassador Manager will be responsible for serving as the POC for event preparation and walkthroughs, post-event feedback and analysis, and on-site event day support in Mexico. This role will also provide live support as needed and assist with promoting MPA accountability....


  • Ciudad de México Alfa Laval A tiempo completo

    Planning and management of service engineers work schedules according customer´s needs. - Proactively ensure employment of service engineers according divisional targets. - Manage engineers further actions/leads from service reports. - Ensure that jobs are executed according to importance in close cooperation with Team Manager. - Support and input complex /...

  • Delivery Manager WPS

    Encontrado en: Jooble MX O C2 - hace 1 semana


    Ciudad de México Nouryon A tiempo completo

    Global Delivery Manager Workplace Services At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.  The Delivery Manager WPS is responsible for ensuring that teams and...


  • Ciudad de México HireRight A tiempo completo

    About HireRight: Overview: **Role Purpose**: **Responsibilities**: **Responsibilities**: - Field and resolve issues of low to moderate complexity; escalate more difficult issues - Provide great customer service to ensure every contact feels they are important. - Ensure adherence to Guidelines, regulations and processes where applicable while exercising...

  • Customer Experience Manager

    Encontrado en: Jooble MX O C2 - hace 3 días


    Ciudad de México Ll Oefentherapie A tiempo completo

    Qualifications 10+ years of  Customer Experience Manager  experience within Enterprise Software. Cloud Technical knowledge Experience within a Service Delivery environment Executive Sponsorship & Collaboration A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and...

  • Cloud Service Operations Manager

    Encontrado en: beBee jobs MX - hace 13 horas


    Ciudad de México, Ciudad de México Infor A tiempo completo

    Infor Managed Services (IMS) is part of our Global Delivery Services (GDS) division offering a cost-efficient subscription model for our customers helping to maintain their specific software processes. IMS acts as the primary service provider for any non-standard requirements of Infor ERP Products. IMS provides world-class service excellence through...

  • First Line Manager

    Encontrado en: beBee jobs MX - hace 7 días


    Ciudad de México, Ciudad de México Teva Pharmaceutical USA A tiempo completo

    IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced...

  • Logistics Manager

    hace 1 día


    Ciudad de México Beiersdorf México SA A tiempo completo

    **Your Tasks**: **Role Purpose**: The logistics manager is responsible for ensuring the supply chain efficiency and effectiveness throughout the organization by managing and protecting brand integrity, supporting product availability and ensuring the correct execution of imports and exports in compliance with the rules and local laws of foreign trade. Also...


  • Ciudad de México Concord Servicing de Mexico A tiempo completo

    **Job description** **Mexico Office Customer Service Manager** Full-time -Non-Exempt - reports to Director of Contact Center Mexico **Summary**:Manages and directs our CC inbound teams in the Mexico city office in accordance with the organization's policies and applicable laws. Responsibilities include: review and define monthly goals for each team,...


  • Ciudad de México SAP A tiempo completo

    **We help the world run better** **PROGRAM DESCRIPTION** SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. The mission of SAP Enterprise Cloud Services (ECS) organization is to maximize customer success by taking over responsibility for smooth end to end operations and...

  • Engagement Manager

    hace 2 días


    Ciudad de México TechCoreGlobal A tiempo completo

    **Job Title**:Engagement Manager **Job Location**:CDMX, Mexico **We need a strong technical engagement manager with experience in IPTV and OTT to be involve in the project locally at the earliest.** - Well versed with customer relationship, account farming & Mining; - Techno Functional & Commercial Experience; - Telecom, OTT & OSS/BSS, Media & Video...


  • Ciudad Juarez, México Flex A tiempo completo

    Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the...