Manager, IT Service Delivery (LATAM)

TL;DR

Manager, IT Service Delivery (Manufacturing): Managing IT service delivery and site support for manufacturing facilities with an accent on operational alignment, service quality, and team leadership. Focus on implementing standardized IT procedures, optimizing KPIs/SLAs, and supervising IT support teams to ensure operational continuity.

Location: Onsite in Tijuana, Mexico

Company

hirify.global is a company focused on creating better solutions through innovation and collaboration in a regulated manufacturing environment.

What you will do

• Act as the primary IT contact for site leadership to align support with operational needs.
• Oversee the resolution of support issues and gather user feedback to improve service quality.
• Support new site launches, expansions, and acquisitions guided by senior leadership.
• Implement and maintain standardized IT support procedures and documentation to increase efficiency.
• Define and track key KPIs and SLAs to monitor and improve team performance.
• Supervise and coach a team of IT support associates, managing schedules and workloads.

Requirements

• Bachelor’s degree in IT or a related field.
• 5–7 years of experience in IT support or service delivery.
• Strong knowledge of ITIL, service management, and Microsoft enterprise IT systems.
• Working knowledge of project management methodologies and project coordination.
• Ability to manage competing priorities in a fast-paced environment.
• Must be based in Tijuana, Mexico

Nice to have

• Prior formal or informal leadership experience.
• Experience working in manufacturing or other regulated environments.

Culture & Benefits

• Culture driven by values of customer success, innovation, collaboration, and integrity.
• Inclusive work environment that embraces uniqueness and respectful interaction.
• Focus on professional development through team coaching and leadership.
• Commitment to transparency and candor in professional relationships.