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 looking for a Service Delivery Manager to join our team in Colombia. The Service Delivery Manager is a senior operational and service role responsible for ensuring the successful delivery of high-quality end-to-end services to customers. This role requires deep operational and technical expertise, hands-on service management, and accountability for service quality, reliability, and continuous improvement across Technology teams. With a focus on service outcomes, operational excellence, and stakeholder alignment , the Service Delivery Manager plays a key role in delivering effective services aligned with business objectives. Responsibilities: Ensure high-quality end-to-end service delivery to customers, aligning service 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 lifecycle for high-priority defects impacting customers by engaging Support and Customer-facing teams. Act as the primary escalation point for service delivery issues. Coordinate with cross-functional teams (Product, Engineering, Cloud Operations, Support, Customer Success) to identify and resolve escalations. Communicate risks and progress to stakeholders. Lead the design, planning, and execution of multiple service delivery projects within scope, time, and budget. Support audits and compliance requirements such as SOC related to Technology service management. Ensure all deliverables meet quality, security, and compliance standards. Promote ITIL best practices across the Technology organization and drive continual improvement initiatives, including the adoption of AI tooling. Own the overall Service KPI, metrics, and reporting to Senior Leadership. Qualifications: At least 5 years in service delivery management, with experience in SaaS delivery models and Agile/DevOps environments. Strong technical knowledge of ITSM frameworks and ITIL best practices. Experience managing incidents, problems, changes, and releases. Familiarity with Cloud, Colo, and Hybrid environments. Experience analyzing and reporting performance metrics. Excellent leadership and communication skills for engaging with diverse stakeholders, managers, and experts. Proven project management skills, ensuring timely, within scope, and within budget delivery. Knowledge of Agile/Lean, PRINCE2, PMP is a plus. Familiarity with compliance standards such as SOC2 and knowledge of ISO/IEC 20000 or similar standards. Assertiveness, analytical thinking, problem-solving, decision-making, and conflict resolution skills. We offer: Flexible work arrangements: remote, office-based, or hybrid. Competitive salary and benefits. Professional development resources including mentorship, tech talks, training, and centers of excellence. Active tech communities for knowledge sharing. #J-18808-Ljbffr