IT Service Delivery Manager

A leadership role for an experienced Service Delivery Manager to oversee operational excellence, client satisfaction, and continuous service improvement within a multidisciplinary technical team for a high-impact technology project.

Location: Remote (Mexico)

Responsibilities

• Coordinate daily service execution, managing backlog priorities aligned with DoR/DoD standards.
• Act as the main operational liaison with the client: receive requests, validate scopes, present estimates, and propose resource profiles.
• Proactively communicate progress, risks, and deviations, defining mitigation plans.
• Monitor team performance and ensure operational continuity through executive reports and performance analysis.
• Plan and implement the Service Governance Model (MOGS), coordinating operational and executive committees.
• Manage escalations, control work hours consumption, validate weekly logs, and provide inputs for billing.

Requirements

• Minimum 8 years of experience in IT.
• Minimum 6 years in service management or software development projects.
• Advanced English (B2–C2).
• Proven experience in software development, managing multidisciplinary technical teams, and enterprise client service.
• Knowledge in T&M service management, agile methodologies (Scrum, Kanban), backlog management, service metrics, and governance models.
• Proficiency in estimation techniques: agile (Story Points, Planning Poker), effort (hours/T&M), complexity, and Function Points/COSMIC.
• Scrum Master certification or equivalent (mandatory).
• PMP certification (desirable).
• Excellent oral and written communication skills.
• Customer orientation, leadership, structured follow-up, and time management.

Benefits

• 6-month project with potential extension to 1 year or more.
• 100% remote from Mexico, working hours 8:30 a.m. to 5:30 p.m. Monday to Friday.
• Attractive salary according to profile.

Additional Information

• If passionate about technological innovation and eager to join a dynamic team, we want to meet you!
• For more information, review the full job description, share your CV, and complete the application form.