Descripción:

At Dresden Partners, we are looking for talented individuals like you to join us as a Service Delivery Manager.
We are a consulting firm specializing in recruitment, selection, and personnel management at both national and international levels. We act as a bridge to connect top talent with leading global companies across Mexico, LATAM, and the USA.
If you are seeking a global, committed, and successful company that offers new challenges and professional growth, we have the perfect place for you.
Requirements:

• Minimum of 5 years of experience.
• Advanced English.
• Experience in managing service center operations.
• Work plans, SLA, and KPI management.
• Quality assurance.
• Supervise teams of over 200 employees.
• ISO security standards.
• Coordinate morning, afternoon, and night shifts effectively.
• ITIL.
• Microsoft Office.

Responsibilities:

• Develop work plans detailing team activities, objectives, and deliverables, including KPIs and SLAs.
• Oversee the management of the ticketing system used for creating professional presentations.
• Conduct regular performance reviews, provide feedback, and align team members with company goals.
• Ensure high-quality client service by actively participating in selecting and hiring new personnel.
• Monitor and control incidents, provide timely reports to Human Resources, and suggest process improvements to enhance operational efficiency.
• Ensure compliance with ISO standards in service center operations. Develop detailed work plans outlining team activities, objectives, and deliverables.
• Implement and enforce security and compliance policies.

Benefits:

• Legal and additional benefits.
• Competitive salary.
• 12 vacation days.
• Life insurance.
• Major medical expenses insurance.
• Funeral expenses insurance.
• Health membership (holder + 4 people).
• Development opportunities.
• On-site position (Mexico City).

If you meet the requirements, apply or send your resume to the provided email address, mentioning your salary expectations and the job title in the subject line.
Email: brenda.aguayo (arroba) dresdenpartners (.) com

Requisitos:

• Minimum of 5 years of experience.
• Advanced English.
• Experience in managing service center operations.
• Work plans, SLA, and KPI management.
• Quality assurance.
• Supervise teams of over 200 employees.
• ISO security standards.
• Coordinate morning, afternoon, and night shifts effectively.
• ITIL.
• Microsoft Office.