Lead and continuously improve the Major Incident Management processFacilitate major incident bridges and coordinate technical and business stakeholders during high-impact service eventsOwn the Root Cause Analysis (RCA) and Post-Incident Review processEnsure RCAs are timely, detailed, identify systemic causes, and result in measurable corrective actionsTrack RCA actions through completion and identify recurring themes, systemic risks, and service improvement opportunitiesOwn and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communicationsEstablish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagementDrive Change Management practices to reduce change-related incidents and improve production stabilityFacilitate or participate in Change Advisory Board processesAssess higher-risk changes and ensure implementation, validation, and rollback planningAnalyze incidents and changes to identify trends, repeat failures, process gaps, and automation or preventative-action opportunitiesMaintain and improve incident, problem, and change management procedures, documentation, templates, and toolingChampion operational excellence and a culture of accountability, learning, and continuous improvementCollaborate across Cloud Operations, Engineering, Support, Product, and other technical teamsRequirements5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related disciplineStrong experience with Incident Management, Major Incident Management, Problem Management/RCA,



and Change ManagementExperience coordinating complex production incidents involving multiple technical teamsAbility to communicate clearly with technical stakeholders and business/customer audiencesStrong facilitation skillsAbility to provide calm, structured leadership during high-pressure incidentsExperience with service management, monitoring, collaboration, and status communication platformsStrong organizational skillsAbility to drive actions across teams without direct reporting authorityExperience developing operational metrics, identifying trends, and driving continuous service improvementWorking knowledge of ITIL practicesITIL certification is desirable but not requiredCore CompetenciesDemonstrates expertise in Major Incident Management, Problem Management, and Change Management, with a focus on driving continuous service improvement and operational excellence.
Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and implement ITIL practices.Highest-signal resume keywordsMajor Incident ManagementRoot Cause Analysis (RCA)Change ManagementIncident ManagementITIL PracticesATS Optimization KeywordsHard SkillsIncident ManagementProblem ManagementRoot Cause Analysis (RCA)Change ManagementOperational Metrics DevelopmentService ImprovementTrend AnalysisDocumentation ManagementProduction OperationsService DeliverySoft SkillsStrong Facilitation SkillsClear CommunicationCalm LeadershipOrganizational SkillsCollaborationCertifications & QualificationsITIL CertificationIndustry KeywordsCloud OperationsTechnical SupportService ManagementContinuous ImprovementStakeholder EngagementTools & TechnologiesService Management PlatformsMonitoring ToolsCollaboration ToolsStatus Communication Platforms#J-*****-Ljbffr

📌 Service Delivery Manager (Monterrey)
🏢 Jobtailor
📍 Monterrey