We seek a highly skilled, bilingual (English/Spanish), experienced IT Service Delivery Manager to lead and optimize our global IT service operations. The ideal candidate will have over four years of experience managing service delivery, service design, service transition, change management, and helpdesk operations across multiple locations. This leadership role requires a deep understanding of service management processes, including designing and implementing IT services, monitoring SLAs, managing escalation procedures, and overseeing on-call strategies.

You will be responsible for driving the successful delivery of IT services, ensuring alignment with business objectives, and maintaining high customer satisfaction standards. Your expertise in managing teams in different regions, monitoring service performance, and continuously improving service delivery will be crucial in this role. Additionally, experience in implementing and managing helpdesk platforms is key to ensuring a seamless user experience.

• Service Design & Delivery: Lead the design and implementation of IT services, ensuring they align with business needs and customer requirements. Develop and maintain service delivery frameworks to ensure consistent, high-quality service.
• Service Transition: Oversee the transition of new and modified services from development to production, ensuring minimal disruption and successful handover to operational teams.
• Change Management: Manage and ensure the proper execution of the change management process to handle the lifecycle of service changes, minimizing risk and service disruptions.
• Helpdesk Management: Direct the operations of a global helpdesk team, ensuring high-quality, timely support across multiple locations. Implement and optimize helpdesk platforms for efficient service delivery.
• SLA Monitoring & Management: Establish, monitor, and enforce Service Level Agreements (SLAs). Regularly report on SLA performance and implement corrective actions as needed.
• Escalation Matrix: Design and manage escalation procedures to ensure that service issues are escalated and resolved according to established protocols, minimizing downtime and user impact.
• On-Call Strategy: Develop and implement a robust on-call strategy to ensure 24/7 support availability, including rotating shifts and emergency response protocols.
• Helpdesk Platform Implementation & Optimization: Oversee the implementation, configuration, and continuous improvement of helpdesk platforms (e.g., ServiceNow, Zendesk, Jira Service Management), ensuring they meet the needs of the business and end-users.
• Cross-Location Collaboration: Manage and lead teams across different regions and time zones, ensuring consistent service delivery and coordination between distributed teams.
• Continuous Improvement: Monitor key performance indicators (KPIs) and service performance to identify areas for improvement. Lead service improvement initiatives to enhance operational efficiency and service quality.

• • Experience: 10 years of general experience. A minimum of 4 years of experience in IT service delivery management or similar leadership positions, with a proven track record in designing, implementing, and optimizing IT services, service transitions, and change management processes.
  • Languages: Proficient in both English and Spanish (C1 level or higher).
  • Technical Skills:
  • In-depth knowledge of ITIL best practices and frameworks (ITIL v3/v4 certifications highly preferred).
  • Extensive experience in managing and implementing helpdesk platforms (e.g., ServiceNow, Zendesk, Freshdesk, Jira Service Management).
  • Expertise in designing and managing SLAs, escalation protocols, and incident management procedures.
  • Familiarity with IT service management processes, including change, problem, and incident management.
  • Leadership Skills: Strong leadership experience managing cross-functional teams in different geographic locations, with excellent communication, coordination, and conflict-resolution abilities.
  • On-Call Management: Hands-on experience designing and managing on-call strategies, ensuring 24/7 support coverage.
  • Project Management: Solid understanding of project management principles and experience leading or participating in the implementation of new IT services or helpdesk tools.
  Problem-Solving & Analytical Skills: Strong analytical and troubleshooting skills, with the ability to drive improvements and resolve complex service delivery challenges.
  

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