Key Responsibilities

Drive Platform Operational Excellence

Ensure end-to-end service delivery for Americas data-driven experience platforms. Oversee the operational impact of seasonal releases and general core updates, assuring regional business continuity and synchronization stability across the Online + Offline (O+O) landscape.

Service Transition

Facilitate and monitor the project lifecycle of moving new features from "Build" to "Run", ensuring enhancements, tech debt, and defect fixes transition smoothly with minimal business disruption.

End-to-End Service Delivery Management

- Oversee the entire lifecycle of data lakehouse platforms, from deployment to ongoing operations, ensuring adherence to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Coordinate Databricks (DBR) job version upgrades, data pipeline monitoring, and platform performance stabilization across Production and Pre-Production environments.
- Oversee loyalty program operational health (points accrual/redemption, tier enrollment, coupon issuance) across B2B and B2C models.
- Monitor and optimize support workflows within ServiceNow to ensure supporting staff are highly responsive and effective.
- Monitor, analyze, and report on key performance indicators (KPIs) for digital services, identifying trends and areas for improvement.
- Track and drive closure of incidents, demands, and request backlogs, ensuring proper INC-to-Demand conversion governance.
- Proactively identify and address potential service delivery issues before they impact business operations.

Incident Management Act as coordinating leader for the resolution of business-critical service disruptions in dynamic, highly complex technical environments, serving as a decisive bridge between tech teams and business units and ensuring timely, effective communication to both technical and non-technical audiences. Foster operational resiliency frameworks to ensure platform availability during peak business cycles or regional disruptions.

Problem & Change Management

- Drive problem management and root cause analysis to eliminate recurring incidents and improve overall service stability.
- Manage change request coordination for digital services,



ensuring proper planning, communication, testing, and minimal disruption to operations.

Stakeholder & Customer Relationship Management
- Act as liaison between Brand/Divisional teams and technical vendors on loyalty access governance, arbitrating B2B vs. B2C operating model gaps.
- Regularly communicate service status, performance reports, and progress on initiatives to all relevant stakeholders.
- Serve as the primary strategic partner for business stakeholders by translating complex service delivery metrics into actionable business insights, aligning local requirements with global roadmaps.

Vendor Performance Management
- Manage relationships and performance of third-party vendors and service providers critical to commercial sales service delivery (e.g., SaaS providers, hosting partners, digital agencies).
- Monitor vendor compliance with contractual obligations and service level agreements, conducting regular performance reviews.

Service Improvement & Optimization
- Identify opportunities for process improvement, automation, and efficiency gains within digital service operations.
- Champion initiatives to enhance the user experience, reliability, and security of digital platforms and applications.
- Collaborate with technical teams to implement enhancements and new features, ensuring operational readiness.

Reporting & Communication
- Develop and present comprehensive service performance reports, highlighting achievements, challenges, and actionable insights to senior management.
- Ensure clear, concise, and timely communication during service disruptions or major changes.

Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- 4-5+ years of experience in IT Service Management or Service Delivery.
- Advanced English — mandatory.



Full professional fluency, written and spoken, with the ability to lead incident calls, present service reviews, and interface daily with global teams and vendors in English.
- Hands-on familiarity with customer data platforms (CDP/MDM) and loyalty technology stacks. Exposure to Reltio, Databricks (PySpark/DBR jobs), AWS (Lambda, DynamoDB, S3), SAP IDOC/HIP integration, and Salesforce Marketing Cloud (SFMC) is highly valued.
- Understanding of data lakehouse architectures and big data processing frameworks (e.g., Databricks, PySpark, Delta Lake) sufficient to interpret job failure root causes, coordinate version upgrades, and validate data quality fixes with technical teams.
- Experience with data governance and access control frameworks, particularly around sensitive financial/loyalty data (points, coupons, member balances), and understanding of B2B vs. B2C operating model distinctions.
- Experience overseeing or coordinating data quality governance — including monitoring for data discrepancies (duplicate keys, null/missing fields, mapping misalignments), managing remediation backlogs, and validating historical data backfills/true-ups.
- Proven track record of maintaining composure and performance in fast-paced, high-stakes digital environments; ability to navigate ambiguity and handle the complexity of O+O (Online + Offline) integrated systems.
- Solid knowledge of IT Service Management (ITSM) tools such as ServiceNow and Jira, as well as data visualization platforms and frameworks, particularly ITIL methodologies (ITIL certification highly preferred). Salesforce Administrator or Associate certification is a significant plus.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex technical information to non-technical stakeholders.
- Demonstrated ability to build strong relationships and influence cross-functional teams.
- Strong understanding of digital technologies, cloud services (SaaS, PaaS), web architectures, and mobile application ecosystems.
- Excellent problem-solving, analytical, and organizational skills.
- A customer-centric mindset with a strong commitment to service excellence.

📌 IT SDM Online Coordinator (Ciudad de México)
🏢 LaPieza
📍 Ciudad de México