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Service Delivery Manager

hace 2 meses

Ciudad de México, Ciudad de México Vision Box A tiempo completo
About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Vision-Box. As a key member of our organization, you will be responsible for managing the delivery of contracted services to our clients.

Key Responsibilities
  • Manage the delivery of contracted services, including maintenance and information technology, to ensure high-quality service levels.
  • Act as the primary point of contact for internal and external clients, providing day-to-day support and ensuring client satisfaction.
  • Ensure that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded, as defined in relevant contracts.
  • Oversee the implementation and ongoing services, ensuring timely delivery and meeting client requirements.
  • Build and maintain strong client relationships, participating in client meetings to ensure performance and satisfaction.
  • Ensure operational teams and subcontractors understand client needs, providing day-to-day client advice and support.
  • Promote the organization's capabilities and work to achieve contract extensions or win additional business within the account.
  • Promote contract renewals and expand services offered in the current customer base.
Requirements
  • ITIL Certification
  • Incident Management experience
  • Proficiency in Spanish and English, both spoken and written
  • Knowledge in contract management and project management
  • Knowledge in financial management, to administer budgets, schedules, and performance standards
  • Excellent communication skills, including bridging technical and non-technical stakeholders
  • Bachelor's degree in computer science, business administration, or closely related discipline
  • Availability to travel