IT Service Delivery Lead

DXC Technology Inc.; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

DXC Technology Inc. in Mexico City seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support services. You will own contractual delivery, manage SLAs, forecast demand, and drive improvements while partnering with global and local teams.

The role requires a Bachelor’s degree in IT/Engineering, 6+ years in IT services, and strong ITSM knowledge. Bilingual Spanish-English is required, with a focus on customer satisfaction and service quality.

Formación

• Bachelor's degree in IT, Engineering, or related field; equivalent experience considered.
• 6+ years in IT services, infrastructure or onsite support with leadership exposure.
• Proven experience managing SLAs, resources, and customer satisfaction.
• Experience with ITSM processes and service delivery metrics.

Responsabilidades

• Own and manage contractual delivery services within defined scope, ensuring SLAs and KPIs are met.
• Lead staffing, capacity forecasting, headcount planning, retention, scheduling, and workload alignment.
• Drive operational excellence and governance across infrastructure and onsite support services.
• Monitor performance, identify risks, and implement corrective actions.
• Lead people development, coaching, performance management, and skills growth.

Conocimientos

Leadership

People management

ITSM

SLA management

Resource planning

Stakeholder mgmt

Problem solving

Communication

Analytical thinking

Coaching

Educación

Bachelor's degree in IT/Engineering

Herramientas

ITIL Foundation

CompTIA A+

Azure Fundamentals

AWS Cloud Practitioner

Descripción del empleo

DXC Technology Inc. in Mexico City seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support services. You will own contractual delivery, manage SLAs, forecast demand, and drive improvements while partnering with global and local teams.

The role requires a Bachelor’s degree in IT/Engineering, 6+ years in IT services, and strong ITSM knowledge. Bilingual Spanish-English is required, with a focus on customer satisfaction and service quality.