**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 integral, 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).
**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.

📌 Service Delivery Manager / Contact Center / Cdmx (Ciudad de México)
🏢 Dresden Partners
📍 Ciudad de México