Service Delivery Manager

hace 2 semanas

Ciudad de México Dresden Partners A tiempo completo

**Descripción**:At Dresden Partners, we are looking for talented individuals like you to join us as a** Service Delivery Manager.**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.If you are seeking a global, committed, and successful company that offers new challenges and professional growth, we have the perfect place for you.**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.**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. Develop detailed work plans outlining team activities, objectives, and deliverables.- Implement and enforce security and compliance policies.**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.- On-site position (Mexico City).**Requisitos**:- 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.

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