Job Description

Milestone Technologies is seeking a Service Delivery Manager based in Mexico City to support the delivery of high-quality managed IT services for global clients, primarily aligned to North American operations. This role is ideal for an emerging service delivery professional who can support day-to-day service execution, SLA tracking, reporting, and client communications while developing toward full account ownership.

TheService Delivery Manager works closely with senior delivery leaders, client stakeholders, and cross-functional delivery teams to help ensure stable operations, continuous improvement, and a positive client and employee experience.

Key Responsibilities

Service Delivery & Operations

• Support daily service delivery activities for assigned accounts, ensuring alignment with contractual scope and service commitments.
• Monitor SLAs, KPIs, operational metrics, and incident trends; escalate risks and issues as appropriate.
• Assist with service transitions, onboarding activities, and implementation of operational processes.
• Contribute to continuous service improvement initiatives and process optimization.

Client Engagement & Reporting

• Serve as a supporting point of contact for client operations teams.
• Prepare materials for weekly, monthly, and quarterly service reviews.
• Track action items, risks, and follow-ups from governance meetings.

People & Resource Coordination

• Coordinate with service leads and operations managers to support staffing coverage and onboarding.
• Promote a collaborative, inclusive, and service-oriented team culture.

Financial & Administrative Support

• Assist with billing validation, forecasting inputs, and headcount tracking.
• Monitor scope adherence and identify potential delivery or financial risks.

Required Skills & Qualifications

• 3–5 years of experience in IT service delivery, operations, or managed services environments.

• Foundational knowledge of Digital Workplace or managed IT services (e.g., End User Services, Service Desk, Asset Lifecycle Management and AV/VC Support).

• Working knowledge of ITIL processes; ITIL certification preferred.

• Strong communication, organizational, analytical, and problem-solving skills.

• Ability to work effectively with cross-functional and geographically distributed teams.

• Strong English language fluency required, as well as Spanish.

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field preferred.