DirecciónWe are on the lookout for an experienced Technical Service Delivery Manager to join our high calibre team at Idemia in Mexico City Mexico City
Growing your career as a Full Time Technical Service Delivery Manager is an awesome opportunity to develop useful skills.
If you are strong in problem-solving, planning and have the right experience for the job, then apply for the position of Technical Service Delivery Manager at Idemia today!
You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined. We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems. We serve our clients in 180 countries thanks to our 15,000 employees worldwide. Purpose The Service Delivery Manager is responsible for defining the maintenance strategy (planning and cost estimation) from the pre-sale phase to the award, ensuring the management and correct execution of the activities within the contractual framework, guaranteeing compliance with the commitments in terms of cost, time and scope. He is generally responsible for compliance with service levels and customer satisfaction through the timely management of requirements. He is also responsible for keeping costs to a minimum and developing new business by identifying complementary business opportunities. Your mission Take technical decisions to resolve issues reported by customer. Establish and refine delivery processes to ensure every customer gets the same great experience from the early stage. Hold all service departments and employees within these teams accountable for carrying out required processes and tasks and providing excellent customer service. Responsible for contract support SLA compliance, leading action plans and decision making for resolution of escalated cases. Create and maintain the support strategy to ensure the proper operation of assigned contracts. Evaluate the customer experience against the KPI's established by the company. Ensure the efficiency and profitability of projects, find ways to reduce costs without affecting the overall customer experience. Key skills Upper Intermediate English Level (B2 or higher). Good global technical understanding of IT systems (workflows, databases, communications, etc). Experience in resolution and SLA compliance. Help desk supervision experience. Experience in software development project management. Nice to have: PMP certificate. Excellent customer service, strong interpersonal and leadership skills. We offer Extra legal bonuses. Health insurance. Dental insurance. Vision care. Extra vacation days. Food bonus. Udemy membership. Hybrid setting (in Polanco). And many more!
Benefits of working as a Technical Service Delivery Manager in Mexico City Mexico City:
● Company offers great benefits
● Company offers career progression opportunities
● Competitive salary
