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Global Service Delivery Manager
hace 1 mes
Description The Senior Service Delivery Manager is responsible for leading the Mexico Service Operations function, ensuring 24/7 continuity of support global platform and clients. This role requires a strong operational leader who combines deep technical service management expertise with the ability to develop people, drive performance, and embed a culture of accountability and excellence.
Lead, coach, and develop the Mexico Service Operations team (1st & 2nd line), ensuring consistent performance, quality, and professional development.
- Own end-to-end management of major incidents and escalations, ensuring timely resolution and transparent communication to internal and external stakeholders.
- Maintain high operational standards aligned with ITIL, ISO, and Six Sigma best practices.
- Ensure shift coverage, workload balance, and robust handovers
Service Management & Performance
- Drive adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
- Produce and present regular performance and trend reports with actionable insights for continuous improvement.
- Identify and mitigate recurring issues through root cause analysis and long-term corrective actions.
- Lead problem management and post-incident reviews, ensuring lessons learned are embedded.
Develop and refine service management processes in collaboration with the Head of Service Operations and other functional leads.
- Stakeholder Management
- Serve as the senior point of contact for internal and external escalations during Mexico operational hours.
- Build strong relationships across Technology, Product, and Client Operations teams to ensure cohesive service delivery.
- Liaise with 3rd party suppliers, managing service performance and accountability.
Minimum 5+ years' experience in Service Operations or Service Delivery leadership roles, ideally within fintech, payments, or technology services.
- Proven track record in managing high-performing, multi-shift technical support teams.
- Strong working knowledge of ITIL , with certification (v4 Foundation or higher).
- Proficiency in Linux/Unix , SQL , and service monitoring tools (e.g., AppDynamics, OpsGenie, Nagios).
- Analytical mindset with the ability to use operational data to drive decisions and improvements.
- Strong written and verbal communication in English.
- Proven stakeholder management and escalation handling experience.
Experience in regulated financial services or payment processing environments.
- Understanding of compliance frameworks (PCI DSS, SOC 2, ISO 27001).
- Knowledge of Oracle SQL and back-office platforms.
- Vendor and contract management experience.
- Degree in Computer Science, Engineering, or related discipline.
⸻
Strong people leader with excellent interpersonal and coaching skills.
• Collaborative mindset – works across geographies and cultures to deliver a unified service.
