*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).
*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.