Delivery Specialist (ITSM)

TL;DR

Delivery Specialist (ITSM): Managing end-to-end IT service delivery and support processes with an accent on incident, problem, and change management. Focus on driving service improvement plans, ensuring SLA compliance, and orchestrating incident recovery across cross-functional teams.

Location: Mexico City, Mexico (Hybrid-friendly culture)

Company

hirify.global is a global technology services provider that designs, builds, manages, and modernizes mission-critical technology systems for the world's leading businesses.

What you will do

• Manage Service Support processes including Incident, Problem, and Change Management.
• Orchestrate incident recovery by driving bridges and consolidating integrated resolution plans.
• Monitor and report on Service Level Agreements (SLAs) to ensure business alignment.
• Perform post-resolution incident reviews to evaluate effectiveness and drive process improvements.
• Maintain and update service management procedures and workflows within ITSM systems.
• Communicate status updates for high-priority incidents to customers throughout the lifecycle.

Requirements

• At least 5 years of experience in IT disciplines such as desktop field services, network support, or IT management.
• Proven expertise in incident management, service improvement, and SLA management.
• Strong capability to navigate between infrastructure, application platforms, and business stakeholders.
• Demonstrated expertise in customer service and professional communication.
• Ability to work effectively in a hybrid environment.

Nice to have

• ITIL certification.
• Strong written and verbal communication skills.

Culture & Benefits

• Access to continuous learning and certifications with major platforms like Microsoft, Google, and Amazon.
• Comprehensive Be Well programs supporting financial, mental, physical, and social health.
• Inclusive culture focused on belonging and empathy.
• Opportunities for career growth through hands-on experience and personalized development goals.