Customer Service & Service Delivery Manager – Monterrey (On-Site)

Gsb Solutions

Xico

On-site

MXN 85,000 - 95,000

Full time

2 days ago

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Benefits offered by this job

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Job summary

Gsb Solutions is seeking a Customer Service Manager to oversee customer-facing IT/telecom services on-site in Monterrey. The role focuses on service quality, customer satisfaction, and cross-functional coordination of technical teams through migrations and governance.

Requirements include 5+ years in customer service or service management, strong English and Spanish, and experience with Cisco/Fortinet technologies.

Qualifications

5+ years of experience in Customer Service / Service Management (RUN) within Telecom or IT.
Proven experience managing customer-facing relationships, service performance, escalations, and operational governance.
Experience leading virtual/multidisciplinary teams in dynamic environments.
Strong communication, stakeholder management, and problem-solving skills.
Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.
Knowledge of enterprise communication solutions including Microsoft Teams.
Experience with Cisco and Fortinet technologies.
Ability to coordinate technical teams and communicate solutions to customers.

Responsibilities

Manage the customer relationship and act as the primary service management point of contact.
Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
Coordinate technical teams during the Cisco-to-Fortinet migration project.
Drive governance, status reporting, risks, issues, and action plans across stakeholders.