NEORIS

is a Digital Accelerator that helps companies get into the future.

We combine deep industry knowledge with the highest technological expertise in the market to create customized solutions that enable you to overcome business challenges and generate disruptive growth.

We have 20 years of experience as Digital Partners at some of the largest companies in the world. Our clients are from the Financial Services, Manufacturing, Telecommunications, and Health industries. We also have clients in Agribusiness, Utilities, and Construction Materials.

We are more than 4000 professionals in 11 countries, including Mexico, USA, Spain, and Argentina. We have a multicultural startup culture where we cultivate innovation, and continuous learning to create high-value solutions for our customers

At NEORIS, we are looking for Service Delivery Manager

REQUIREMENTS:

B2/C1 English level (Business conversation is a must).

Work on-site in Jalisco or open to relocation in Jalisco (Please consider this point before beginning the process)

7+ years in a similar role.

Deep understanding of ITIL. (ITIL certification is required >V3)

Deep understanding of IT Service Management and Service Discovery.

Experienced working in environments that include support of Cloud Providers (AWS, Azure, Google) Is a must.

RESPONSIBILITIES:

Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner.

* Able to run a business organization.

* Proven track record of project and program management, as well as organization unit management

* Take ownership of support issues, engaging other internal/external expertise as required.

* Effectively resolve escalations and have excellent customer communication skills.

* Watch for support trends adjust processes accordingly and align with the business for continuous process improvements.

* Monitor tickets for quality management and adherence to defined service level agreements.

* Develop the team's leadership capabilities.

* Manage and review the performance of personnel.

* Manage team work schedules, conduct staff meetings, and maintain team process documentation.

* Ensure team compliance with all policies, procedures, and company regulations

* Establish and influence operating policies.

* Develop standards around which others will operate.

* Independently determine approach to managing teams and daily operations.

* Play the role of senior service desk manager.

WE OFFER:

Nominal scheme.

Food vouchers.

And more...