SaaS Service Delivery & Supplier Lead

DIGITEC Financial Technologies and Services; Pachuca; Presencial; MXN 1.771.000 - 2.559.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

30 days annual leave

Education budget €1,000 yearly

Descripción de la vacante

DIGITEC Financial Technologies and Services GmbH seeks a Service Delivery & Supplier Manager to own the end-to-end service lifecycle for our D3 and OMS platforms across global environments. You will govern delivery, define and improve the service delivery framework, and manage supplier relationships to balance commercial and operational goals.

You will collaborate with Product, Engineering, Legal and Customer Success to scale governance, drive cost efficiency, and ensure service levels meet the

Formación

• Several years of experience in service delivery, service management or IT operations.
• Proven experience owning supplier and vendor management end to end — governance, performance management, escalations and remediation.
• Experience with technology procurement and commercial contract management, including sourcing, negotiations, contract lifecycle and cost optimisation.
• Working knowledge of incident, problem, change and release management.
• Experience defining and governing SLAs, KPIs and OLAs, with a track record of turning performance data into action.
• Comfortable engaging directly with clients and stakeholders in governance forums, service reviews and escalations.
• Familiarity with risk, compliance, information security and audit requirements.

Responsabilidades

• Own the end-to-end service lifecycle from solution validation through onboarding, transition, go-live, and BAU, ensuring reliable delivery within a multi-vendor SaaS ecosystem.
• Lead service delivery and performance management for D3 platforms, ensuring availability, resilience, stability and service quality across global environments.
• Define and continuously improve the service delivery framework, governance structures, and delivery processes, integrating with incident, problem, change and release management.
• Govern Service Level Management (SLAs, KPIs, OLAs), including monitoring, reporting, escalations and continuous improvement.
• Attend customer service reviews, governance forums and service-related escalations and integrate outcomes into processes.
• Own operational supplier and outsourcing management, including supplier governance, performance management, escalations, remediation.
• Own technology procurement and commercial supplier management, including sourcing, negotiations, contract lifecycle and renewals and cost optimisation.
• Ensure service delivery adheres to risk, compliance, information security and audit requirements with required controls.
• Drive continuous improvement and evolution of operating model to support scalability and growth.

Conocimientos

Service delivery

Vendor management

SaaS operations

KPI/SLAs

Negotiation

Herramientas

Jira

Confluence

Descripción del empleo

DIGITEC Financial Technologies and Services GmbH seeks a Service Delivery & Supplier Manager to own the end-to-end service lifecycle for our D3 and OMS platforms across global environments. You will govern delivery, define and improve the service delivery framework, and manage supplier relationships to balance commercial and operational goals.

You will collaborate with Product, Engineering, Legal and Customer Success to scale governance, drive cost efficiency, and ensure service levels meet the