Top tech for managing staff and stock in retail & hospitality N-iX is a global software development service company that helps businesses worldwide develop successful software products. Founded in 2002, N-iX has expanded its presence across nine countries in Europe, the US, and Latin America. Today, we are a community of over 2,000 professionals and a trusted partner for industry leaders and Fortune 500 companies. We are currently seeking a Service Delivery Manager to join our team in Colombia. The Service Delivery Manager is a senior role responsible for ensuring the successful delivery of high-quality end-to-end services to customers. This role combines operational expertise with technical knowledge, focusing on service quality, reliability, and continuous improvement across Technology teams. The key focus areas include service outcomes, operational excellence, and stakeholder alignment . The Service Delivery Manager plays a crucial role in delivering effective services aligned with business objectives. Responsibilities: - Ensure high-quality end-to-end service delivery to customers, aligning outputs with business goals, SLAs, and industry standards. Manage the delivery of Technology services to meet performance targets. - Implement and oversee scalable Technology processes such as Incident, Problem, Change, Release, Defect, Service Design, and Transition. - Manage resolution processes for high-priority defects impacting customers by collaborating with Support and Customer-facing teams. - Serve as the primary contact for escalations related to service delivery issues. Coordinate with cross-functional teams (e.g., Product, Engineering, Cloud Operations, Support, Customer Success) to address escalations, communicate risks, and drive resolution plans. - Lead the design, planning, and execution of multiple inter-departmental service delivery projects within scope, time, and budget. - Support audits and compliance requirements such as SOC, ensuring all service deliverables meet quality, security, and compliance standards. - Promote the adoption of ITIL best practices across the Technology organization and drive continual improvement initiatives, including the use of AI tooling. - Own the overall Service KPIs, metrics, and reporting to Senior Leadership. Qualifications: - At least 5 years of experience in service delivery management, with experience in SaaS delivery models and Agile/DevOps environments. - Strong technical knowledge of IT Service Management (ITSM) frameworks and ITIL best practices. Experience managing incidents, problems, changes, and releases. Familiarity with Cloud, Colo, and Hybrid environments. - Experience analyzing performance metrics and preparing reports. - 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. Skilled in Agile/Lean methodologies. Project management certifications (PRINCE2, PMP) are a plus. - Knowledge of compliance standards such as SOC2 and familiarity with ISO/IEC 20000 or other IT service management standards. - Assertive, analytical, problem-solving, and decision-making skills. Proficient in conflict resolution and influencing others. 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 #J-18808-Ljbffr