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