Service Delivery Manager

Perficient; Monterrey; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance (Personal and Familiar)

Life Insurance

Additional Holidays

Medical Insurance

Life Insurance

Savings Fund

Pantry Vouchers

Additional Holidays

Descripción de la vacante

A leading IT consultancy firm in Monterrey seeks a dynamic Service Delivery Manager. The role involves overseeing IT service delivery, managing cloud infrastructure, and leading cross-functional teams. Candidates should have extensive IT service delivery experience, strong leadership skills, and relevant certifications in ITIL and project management. This full-time position offers competitive benefits, including medical insurance and certifications.

Formación

• 8+ years of experience in IT service delivery, with leadership experience.
• Strong experience with cloud infrastructure management (AWS/Azure).
• Proven track record of managing cross-functional teams.
• AWS and/or Azure certifications (preferred)
• 8+ years of experience in IT service delivery, with at least 3 years in a leadership role

Responsabilidades

• Oversee end-to-end service delivery for IT operations.
• Manage cloud infrastructure and on-premise systems.
• Drive continuous improvement initiatives and manage service escalations.
• 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

Conocimientos

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

Strong leadership and team management skills

Excellent communication and stakeholder engagement abilities

Customer-centric mindset

Adaptability in fast-paced environments

Educación

Bachelor’s degree in Information Technology

ITIL v4 certification

PMP or equivalent project management certification

AWS/Azure certifications (preferred)

Herramientas

Wireshark

SolarWinds

Ansible

Terraform

SolarWinds

NetFlow Analyzer

PowerShell

Bash

Python

Ansible

Terraform

VPNs/SD-WAN/MPLS

Descripción del empleo

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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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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