Global Service Delivery Manager
hace 1 semana
**About the Role:**
We are seeking a highly skilled Service Delivery Manager to join our team at Dresden Partners. As a Service Delivery Manager, you will be responsible for managing service center operations, ensuring high-quality client service, and leading a team of over 200 employees.
Key Responsibilities:
- Develop work plans detailing team activities, objectives, and deliverables, including KPIs and SLAs.
- Oversee the management of the ticketing system used for creating professional presentations.
- Conduct regular performance reviews, provide feedback, and align team members with company goals.
- Ensure high-quality client service by actively participating in selecting and hiring new personnel.
- Monitor and control incidents, provide timely reports to Human Resources, and suggest process improvements to enhance operational efficiency.
- Ensure compliance with ISO standards in service center operations.
Requirements:
- Minimum of 5 years of experience.
- Advanced English.
- Experience in managing service center operations.
- Work plans, SLA, and KPI management.
- Quality assurance.
- Supervise teams of over 200 employees.
- ISO security standards.
- Coordinate morning, afternoon, and night shifts effectively.
- ITIL.
- Microsoft Office.
Benefits:
- Legal and additional benefits.
- Competitive salary.
- 12 vacation days.
- Life insurance.
- Major medical expenses insurance.
- Funeral expenses insurance.
- Health membership (holder + 4 people).
- Development opportunities.
About Dresden Partners:
We are a consulting firm specializing in recruitment, selection, and personnel management at both national and international levels. We act as a bridge to connect top talent with leading global companies across Mexico, LATAM, and the USA.
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