Service Delivery Coordinator (AI)

TL;DR

Service Delivery Coordinator (AI): Managing real-time operational execution of managed services and incident resolution with an accent on SLA compliance and team coordination. Focus on bridging engineering rigor with operational continuity by guiding L1 agents and resolving complex L2 technical requests.

Location: Must be based in Mexico

Company

hirify.global is a global leader in Applied AI and Agentic Automation, helping enterprises transition from experimental projects to production-grade autonomous systems.

What you will do

• Ensure all service level commitments are met during active shifts through proactive ticket flow management.
• Act as a shift-level leader, providing guidance to L1 agents and resolving L2 technical requests.
• Monitor client systems and automated tools to identify and prevent potential issues before they escalate.
• Coordinate shift handovers and direct team members on tasks during low-incident periods.
• Maintain accurate documentation and visibility of work progress within service management systems.
• Validate team performance, timesheets, and adherence to quality standards.

Requirements

• Must be based in Mexico
• 2–4 years of experience in a technical or service desk support role.
• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent practical experience.
• Strong proficiency in incident management, SLA monitoring, and ticketing workflows.
• Ability to perform L2-level technical troubleshooting and diagnostic tasks.
• Strong communication skills for team mentorship and escalation management.

Nice to have

• Experience with automation technologies like RPA, UiPath, or Blue Prism.
• Knowledge of SQL, databases, and data visualization tools like Tableau or Power BI.
• Understanding of ITIL concepts, incident management, and change management.
• Exposure to AI-driven automation, LLMs, or orchestration frameworks like LangChain.

Culture & Benefits

• 100% payroll employment with full benefits by law.
• Comprehensive insurance package including major medical and life insurance.
• Financial perks including 30-day Christmas bonus, savings fund, and grocery coupons.
• Remote work setup with home office stipend.
• Structured training, career coaching, and certification opportunities.
• Exposure to international, cross-cultural project teams.