Network Access Service Delivery Team Lead

Buscojobs México; Nuevo León; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa de reclutamiento está buscando un Team Lead de Servicio al Cliente en Monterrey, Nuevo León. Este puesto clave implica liderar un equipo para optimizar el rendimiento y mejorar la experiencia del cliente, asegurando el cumplimiento de objetivos y estándares de servicio. Se requiere experiencia en liderazgo y un sólido conocimiento en CRM y comunicación. Ofrecemos un salario competitivo junto con un bono trimestral y otros beneficios.

Servicios

Bono trimestral

Apoyo para gasolina

Apoyo para celular

Prestaciones de ley

Formación

• Mínimo 4 años de experiencia en servicio al cliente.
• Experiencia liderando equipos.
• Nivel de inglés B2 o superior.

Responsabilidades

• Liderar el equipo para cumplir los objetivos del centro de contacto.
• Mejorar la experiencia del cliente.
• Analizar métricas de servicio.

Conocimientos

Liderazgo

Comunicación oral y escrita

Orientación a resultados

Educación

Licenciatura o Ingeniería en áreas afines

Herramientas

CRM

Microsoft Excel

Descripción del empleo

What you will do

The Customer Service Team Lead is a key managerial position responsible for ensuring robust control and governance across Customer Services. You will lead, guide, and ensure the delivery of exceptional standards and performance within your team, contributing to customer experience initiatives and operational performance enhancements.

How you will do it

• Deliver operational Contact Centre objectives, service levels, and KPI performance
• Deliver and drive an improved customer experience
• Positively contribute to the budgetary performance of the Customer Service operation by maximizing opportunities and minimizing costs within your team
• Lead, engage, and motivate your area of responsibility to optimize performance of both individuals and teams
• Ensure compliance with internal and external governing standards in operational teams and processes

What we look for

Required

• Minimum of 4 years of industry customer service experience
• Team leadership experience
• Strong oral and written communication skills
• Results-oriented mindset

Preferred

• Experience with CRM tools
• Recognized coaching or development qualification

Operations Team Lead (Spanish)

Funciones:

• Liderar equipo de CSSI.
• Asegurar contacto con cliente y transportista.
• Resolución de problemas operativos.
• Análisis de fallas en el servicio.
• Revisión de métricos.
• Manejo de reportes financieros.

BQ:

• Licenciatura terminada.
• Experiência en logística de 1 a 2 años.
• Desarrollo de personal.
• Ingles Intermedio.
• Excel Intermedio.
• Manejo de TMS.

Operations Team Lead

Descripción

¡No dejes pasar esta oportunidad! ¿Te gusta demostrar tu liderazgo? ¡Esta vacante es para ti! Pondrás en práctica tus habilidades y conocimientos dentro del área de TI, siendo lider de un gran equipo de ingenieros.

Horario: Lunes a Viernes de 08:00 am a 06:00 pm.

Ubicación: 32550, Cd. Juárez, Chih.

Ofrecemos: Sueldo base + Bono trimestral + Apoyo para gasolina + Apoyo para celular + Prestaciones de ley.

Requerimientos:

• Licenciatura o Ingeniería en carreras Computacionales, Sistemas o a fin (Pasantes o Titulados).
• Experiência de 2 años en Soporte de TIC s. y manejo de personal mínimo 3 de años.
• Nivel mínimo de inglés B2+ en adelante (Se realizará evaluación de inglés).
• Metodología ITIL.
• Conocimiento de Sistemas Operativos.
• Experiência en algún sistema o herramienta de manejo de tickets.
• Experiência en herramientas de Service Desk.
• Gestión de proyectos.
• Manejo y presentación de resultados.

Tipo de puesto: Tiempo completo

Sueldo: $35,000.00 - $39,000.00 al mes

Pago complementario:

• Bono trimestral

Tipo de jornada:

• Lunes a viernes
• Turno de 8 horas

Pregunta(s) de postulación:

• ¿A cuantos años se resume tu experiencia siendo team lead, coordinador o supervisor de TI?

Idioma:

• Inglés (Deseable)

Lugar de trabajo: Empleo presencial

Fecha límite para postularse: 05/12/2024

Fecha de inicio prevista: 15/10/2024

Service Delivery Manager

Why is Perficient the best option?

Inflection Point by Perficient is a leading global digital consultancy and has a presence around the globe transforming and connecting the most prominent brands with their customers. At Inflection Point by Perficient, we seek to grow alongside professionals promoting agile cultures and values as we challenge, champion, and celebrate our people for us to build a great future together.

Job Summary

Perficient is currently looking to add a dynamic and talented Service Delivery Manager to our team. Ideal candidates will report to and works closely with our Practice Directors to determine pursuit strategy, ensure quality of deliverables, and also to create new go to market strategies and offerings for each fiscal year.

What do you need to come aboard?

• Oversee end-to-end service delivery for IT operations, ensuring SLA and KPI compliance
• Manage cloud infrastructure (AWS, Azure) and on-premise systems
• Lead cross-functional teams in delivering IT projects using Agile and Waterfall methodologies
• Implement and optimize ITIL processes (Incident, Problem, Change, Release, etc.)
• Collaborate with stakeholders to ensure service alignment with business goals
• Drive continuous improvement initiatives and manage service escalations
• Monitor infrastructure and application performance using industry-standard tools
• Manage vendor relationships and service contracts

Technical Skills Required

• AWS (EC2, S3, RDS, IAM, CloudFormation)
• Networking:
• Protocols: TCP/IP, DNS, DHCP, BGP, OSPF
• Tools: Wireshark, SolarWinds, NetFlow Analyzer
• VPNs, SD-WAN, MPLS, Zero Trust Architecture

Databases:

• Backup, replication, HA, performance tuning
• Monitoring & Automation:
• Scripting: PowerShell, Bash, Python
• Automation: Ansible, Terraform (preferred)

ITSM Tools:

• Soft Skills & Leadership Experience• Strong leadership and team management skills (10–30 team members)
• Excellent communication and stakeholder engagement abilities
• Conflict resolution and escalation management
• Customer-centric mindset with a focus on service excellence
• Adaptability in fast-paced, evolving environments
• Mentoring and coaching experience
• Strategic thinking and decision-making under pressure
• Qualifications• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL v4
• PMP or equivalent project management certification (preferred)
• AWS and/or Azure certifications (preferred)
• 8+ years of experience in IT service delivery, with at least 3 years in a leadership role

What can we offer you?

• Law benefits
• Certifications
• Internal & External Courses
• Medical Insurance (Personal and Familiar)
• Life Insurance
• Savings Fund
• Pantry Vouchers
• Additional Holidays

Service Delivery Manager

Hoy

Why is Perficient the best option?

Inflection Point by Perficient is a leading global digital consultancy and has a presence around the globe transforming and connecting the most prominent brands with their customers. At Inflection Point by Perficient, we seek to grow alongside professionals promoting agile cultures and values as we challenge, champion, and celebrate our people for us to build a great future together.

Job Summary

Perficient is currently looking to add a dynamic and talented Service Delivery Manager to our team. Ideal candidates will report to and works closely with our Practice Directors to determine pursuit strategy, ensure quality of deliverables, and also to create new go to market strategies and offerings for each fiscal year.

What do you need to come aboard?

• Oversee end-to-end service delivery for IT operations, ensuring SLA and KPI compliance
• Manage cloud infrastructure (AWS, Azure) and on-premise systems
• Lead cross-functional teams in delivering IT projects using Agile and Waterfall methodologies
• Implement and optimize ITIL processes (Incident, Problem, Change, Release, etc.)
• Collaborate with stakeholders to ensure service alignment with business goals
• Drive continuous improvement initiatives and manage service escalations
• Monitor infrastructure and application performance using industry-standard tools
• Manage vendor relationships and service contracts

Technical Skills Required

• AWS (EC2, S3, RDS, IAM, CloudFormation)
• Networking:
• Protocols: TCP/IP, DNS, DHCP, BGP, OSPF
• Tools: Wireshark, SolarWinds, NetFlow Analyzer
• VPNs, SD-WAN, MPLS, Zero Trust Architecture

Databases:

• Backup, replication, HA, performance tuning
• Monitoring & Automation:
• Scripting: PowerShell, Bash, Python
• Automation: Ansible, Terraform (preferred)

ITSM Tools:

• Soft Skills & Leadership Experience• Strong leadership and team management skills (10–30 team members)
• Excellent communication and stakeholder engagement abilities
• Conflict resolution and escalation management
• Customer-centric mindset with a focus on service excellence
• Adaptability in fast-paced, evolving environments
• Mentoring and coaching experience
• Strategic thinking and decision-making under pressure
• Qualifications• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL v4
• PMP or equivalent project management certification (preferred)
• AWS and/or Azure certifications (preferred)
• 8+ years of experience in IT service delivery, with at least 3 years in a leadership role

What can we offer you?

• Law benefits
• Certifications
• Internal & External Courses
• Medical Insurance (Personal and Familiar)
• Life Insurance
• Savings Fund
• Pantry Vouchers
• Additional Holidays

IT Service Delivery Specialist

Hoy

Job Overview

We are seeking a seasoned Service Delivery Lead to oversee the delivery of IT services. This key role will be responsible for ensuring seamless execution of service projects and fostering strong relationships with clients.

About the Role

• Lead cross-functional teams in delivering IT projects using Agile and Waterfall methodologies
• Collaborate with stakeholders to ensure service alignment with business goals
• Develop and implement process improvements to drive efficiency and quality

Technical Skills Required

• AWS (EC2, S3, RDS, IAM, CloudFormation)

Networking:

• Protocols: TCP/IP, DNS, DHCP, BGP, OSPF

Databases:

• Backup, replication, HA, performance tuning

Monitoring & Automation:

• Scripting: PowerShell, Bash, Python

ITSM Tools:

Leadership Experience

• Strong leadership and team management skills
• Excellent communication and stakeholder engagement abilities

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field
• ITIL v4
• PMP or equivalent project management certification

What We Offer

• Competitive compensation package
• Work-life balance initiatives

Our Ideal Candidate

Is a strategic thinker with exceptional problem-solving skills. They possess excellent interpersonal and communication skills and can adapt to changing priorities.

Hoy

General Information

- Mexico
- Monterrey, Nuevo León

Additional Locations

- Brazil - São Paulo - São Paulo
- Mexico - Nuevo León - Monterrey