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Service Delivery Manager

Mexico

Nexton Technologies is a leading digital accelerator, boasting a decade of experience as trusted digital partners to some of the world’s foremost companies. With a team of over 80 skilled professionals across three countries, we embrace a multicultural startup culture that fosters innovation and continuous learning. This approach enables us to deliver high-value solutions that propel our clients into the future.

Job Description

As a Service Delivery Manager at Nexton Technologies, you will oversee the monitoring and management of work teams to ensure they meet customer requirements efficiently. This role requires an experienced individual with a robust understanding of computer networks, datacenters, and end-user systems.

Key Responsibilities:

  • Monitor daily ticketing activities and ensure compliance with SLAs (Service Level Agreements).

  • Provide guidance to field resources on processes and infrastructure-related resolutions.

  • Maintain continuous communication with cell leaders to manage resources effectively and ensure all client requirements are met.

  • Facilitate communication between consultants and the account manager to keep all parties informed of any changes in processes, procedures, or SLAs.

  • Coordinate activities between various support teams to ensure efficient incident resolution.Identify and explore potential sales opportunities within ongoing operations.

  • Advocate for urgency and prompt response within the team to meet critical priorities and SLA metrics.

  • Conduct quality service monitoring and manage severity levels effectively, including involvement in Priority 1 and 2 incidents.

  • Understand and implement the client’s internal procedures for Root Cause Analysis (RCA), problem enhancements, and severities.Generate weekly and monthly reports, and handle billing and end-to-end fulfillment as per contractual agreements with HCL.

  • Propose AMS (Application Management Services) projects and follow up on enhancements, incidents, service requests, escalations, and changes.

Qualifications:

  • Professional experience in SAP.

  • Familiarity with ITIL frameworks.

  • Proven ability to meet annual ticket reduction metrics.

  • Excellent communication skills and the ability to manage cross-functional teams.

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