Service Excellence Specialist

Bebeeservicedelivery; Xico; Presencial; MXN 60,000 - 100,000; Jornada completa

Descripción de la vacante

A dynamic IT service provider in Veracruz is actively seeking a skilled Service Delivery Manager to lead the delivery of IT services across cloud and infrastructure. The successful candidate will manage hybrid environments, oversee DevOps pipelines, and drive cross-functional teams. Key requirements include proven leadership skills, certified Scrum Master experience, and a strong background in cloud platforms such as AWS and Azure. This role offers an opportunity to enhance service delivery excellence within a fast-paced environment.

Formación

• Proven leadership of cross‑functional teams.
• Certified Scrum Master with Agile delivery experience.
• Customer-centric mindset with a focus on service excellence.

Responsabilidades

• Lead end-to-end service delivery across IT operations.
• Manage hybrid environments including cloud and on-premise infrastructure.
• Drive continuous improvement initiatives and manage service escalations.

Conocimientos

Cloud Platforms (AWS, Azure)

DevOps & Automation (CI/CD, Jenkins)

Infrastructure as Code (Terraform)

Containerization (Docker, Kubernetes)

Databases (Oracle, SQL Server)

ITSM Tools (ServiceNow)

Strong communication skills

Leadership

Descripción del empleo

We are seeking a dynamic and technically proficient Service Delivery Manager to lead the delivery of IT services across cloud, infrastructure, enterprise applications, and DevOps environments. This role demands strategic thinking, operational excellence, and the ability to drive cross‑functional teams toward successful outcomes.

Key Responsibilities

• Lead end-to-end service delivery across IT operations, ensuring SLA and KPI compliance.
• Manage hybrid environments including cloud (AWS, Azure), on‑premise infrastructure, and enterprise applications (SAP, Salesforce).
• Oversee DevOps pipelines and CI / CD processes to support agile development and deployment.
• Act as leader of Scrum Master for Agile teams, facilitating ceremonies and removing impediments.
• Implement and optimize ITIL processes (Incident, Problem, Change, Release, etc.).
• Collaborate with business stakeholders to align services with strategic goals.
• Drive continuous improvement initiatives and manage service escalations.
• Monitor performance and availability of infrastructure and applications using industry‑standard tools.
• Manage vendor relationships, service contracts, and third‑party integrations.

Technical Skills Required / Knowledge

• Cloud Platforms:
  • AWS (EC2, S3, RDS, IAM, CloudFormation)
  • Microsoft Azure (VMs, Azure AD, Monitor, Backup, ARM Templates)
• DevOps & Automation:
  • CI / CD: Jenkins, GitLab CI, GitHub Actions
  • Configuration Management: Ansible, Puppet
• Infrastructure as Code: Terraform, CloudFormation
• Containerization: Docker, Kubernetes
• Databases:
  • Oracle, SQL Server, MySQL, PostgreSQL
  • Backup, replication, HA, performance tuning
• Enterprise Applications:
  • SAP ECC / S4 HANA: Basis support, transport management, performance monitoring
  • Salesforce: Administration, integration, user support
• Monitoring & Scripting:
  • Tools: Nagios, Zabbix, Prometheus, Grafana
  • Scripting: PowerShell, Bash, Python
• ITSM Tools: ServiceNow, Microsoft Dynamics, BMC Remedy, Jira Service Management

Soft Skills & Leadership Experience

• Proven leadership of cross‑functional teams (members)
• Certified Scrum Master with Agile delivery experience
• Strong communication and stakeholder engagement skills
• 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