Mexico IT Delivery Lead - Drive Strategic Service Excellence

DXC Technology; Ciudad de México; Presencial; MXN 1.000.000 - 1.600.000; Jornada completa

Descripción de la vacante

DXC Technology in Mexico City is seeking a senior IT service delivery leader to own end-to-end delivery for strategic client accounts, ensuring contractual commitments, SLAs, and business objectives are met or exceeded. You will lead cross-functional teams and drive governance, performance management, and continuous improvement.

The role emphasizes collaboration with account delivery managers, focus on operational excellence, risk mitigation, budgeting and revenue realization, and opportunities

Formación

• 8+ years of experience in IT services, managed services, infrastructure, applications, or technology operations.
• 3+ years in a leadership role overseeing service delivery teams.
• Proven track record managing complex client engagements and large-scale environments.
• Strong experience in client relationship management and executive stakeholder engagement.
• Budgeting, forecasting, and cost optimization experience.
• Deep understanding of service delivery frameworks, governance, and SLA management.
• Experience leading geographically distributed teams and driving operational excellence.
• Ability to balance strategic thinking with hands-on execution.
• Customer-centric mindset focused on business outcomes and continuous improvement.
• ITIL knowledge; certification is a plus.

Responsabilidades

• Own end-to-end service delivery for one or more strategic client accounts, ensuring contractual commitments, service levels, and business objectives are consistently achieved or exceeded.
• Lead and develop cross-functional delivery teams, fostering a culture of accountability, collaboration, innovation, and continuous improvement.
• Drive operational excellence through effective governance, performance management, risk mitigation, and service improvement initiatives.
• Partner closely with Account Delivery Managers, Technical Leads, Project Managers, and lead teams to ensure seamless service execution and customer satisfaction.
• Monitor and manage delivery performance through KPIs, SLAs, operational metrics, customer satisfaction measures, and financial targets.
• Identify, assess, and proactively mitigate delivery risks, ensuring business continuity and service stability.
• Manage incident, problem, and escalation management activities, ensuring timely resolution and clear customer communication.
• Manage account financial performance, including budgeting, forecasting, revenue realization, cost optimization, and margin improvement initiatives.
• Support business growth by identifying upsell, cross-sell, and service expansion opportunities within existing client accounts.
• Collaborate with senior leadership to define strategic objectives, transformation roadmaps, and operational priorities.
• Drive service transformation, automation, process optimization, and adoption of industry best practices.
• Ensure compliance with organizational policies, security standards, regulatory requirements, and contractual obligations.
• Provide executive-level reporting and regular business reviews, presenting delivery performance, risks, and improvement plans.

Conocimientos

Leadership

Client relationship management

Strategic planning

Stakeholder engagement

Problem solving

Communication skills

Educación

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or related field

Herramientas

ITIL

PMP

Agile

Scrum

Lean

Descripción del empleo

DXC Technology in Mexico City is seeking a senior IT service delivery leader to own end-to-end delivery for strategic client accounts, ensuring contractual commitments, SLAs, and business objectives are met or exceeded. You will lead cross-functional teams and drive governance, performance management, and continuous improvement.

The role emphasizes collaboration with account delivery managers, focus on operational excellence, risk mitigation, budgeting and revenue realization, and opportunities