IT Service Delivery Manager (ITIL / SLA Governance)

IT Service Delivery Manager (ITIL / SLA Governance) Location: Tepic, Nayarit, Mexico — Onsite About the Role: ITC Infotech is hiring an experienced IT Service Delivery Manager to join our onsite team in Tepic, Nayarit . This is a high-impact role responsible for managing critical business applications and ensuring exceptional service delivery performance in alignment with SLA commitments and ITIL best practices . You will work closely with internal IT teams, business stakeholders, and external partners to monitor application health, lead service performance reviews, and ensure continuous service improvement. Key Responsibilities: Own and manage Service Level Agreements (SLAs) for critical factory or enterprise applications. Monitor performance metrics and ensure compliance with agreed service levels. Coordinate incident, problem, and change management processes according to ITIL standards. Conduct regular service review meetings and provide detailed reporting to internal stakeholders. Collaborate with business and technical teams to drive continuous service improvement . Manage escalations and ensure timely resolution of service-impacting issues. Ensure smooth daily operations and support within a factory or production environment . Required Skills & Experience: 5 years of experience in service delivery, service operations, or IT support. Strong command of SLA reporting, service governance , and performance management . Solid knowledge of the ITIL framework (ITIL v3 or v4). Proven ability to work closely with stakeholders in a production or factory setting . Excellent problem-solving and communication skills. Strong organizational skills and attention to detail. Preferred Qualifications: ITIL Foundation or Intermediate Certification (v3 or v4). Experience in the tobacco industry or factory-based environments is a strong advantage. Familiarity with ITSM tools like ServiceNow , Jira, or equivalent platforms. Bilingual Spanish/English is preferred. Why Join ITC Infotech? At ITC Infotech, we offer a collaborative work environment, professional growth, and the chance to be part of digital transformation initiatives across global industries. You’ll play a key role in supporting business-critical systems in a high-visibility, onsite role. Apply today and take the lead in ensuring reliable, high-performance IT services at the heart of our operations in Tepic, Nayarit . Our Mission: ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry speci?c alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner. ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women

Location: Tepic, Nayarit, MX

Posted Date: 7/6/2025