Transform Retail & Hospitality with Top Tech N-iX is a global software development service company that empowers businesses worldwide to develop successful software products. With over two thousand professionals and nine locations across Europe, the US, and Latin America, we are a trusted partner for industry leaders and Fortune 500 companies. We seek a Service Delivery Manager to join our team in Colombia. This senior role combines operational expertise with technical knowledge to ensure high-quality end-to-end services aligned with business objectives. The key focus areas include: - Service Outcomes: Ensure delivery of high-quality services that meet performance targets and exceed customer expectations. - Operational Excellence: Implement scalable Technology processes such as Incident, Problem, Change, Release, Defect, Service Design, and Transition. - Stakeholder Alignment: Collaborate with cross-functional teams to address escalations, communicate risks, and drive resolution plans. - Project Leadership: Lead multiple inter-departmental service delivery projects within scope, time, and budget. - Quality Assurance: Support audits and compliance requirements such as SOC, ensuring all service deliverables meet quality, security, and compliance standards. Requirements: - At least five years of experience in service delivery management, preferably in SaaS delivery models and Agile/DevOps environments. - Strong technical knowledge of IT Service Management (ITSM) frameworks and ITIL best practices. - Excellent leadership and communication skills, capable of engaging professionally with diverse stakeholders, managers, and subject matter experts. - Proven ability to manage multiple projects, ensuring timely delivery within scope and budget. - Familiarity with compliance standards such as SOC2 and ISO/IEC 20000 or other IT service management standards. We offer: - Flexible working arrangements - remote, office-based, or hybrid - Competitive salary and benefits package - Tools for professional development (mentorship, tech talks, training, centers of excellence, etc.) - Active tech communities with regular knowledge sharing sessions