*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.