Regional Service Delivery Manager for Service Desk

Location: Santiago de Querétaro, Querétaro, Mexico

Company

hirify.global develops energy technologies and systems supporting reliable, sustainable energy generation and the global energy transition.

What you will do

• Ensure regional Service Desk delivery across North America and LATAM against SLAs, KPIs, and local business expectations.
• Act as the regional escalation point for user complaints, enquiries, and service delivery issues.
• Oversee regional major incident activities and coordinate communication with business stakeholders during disruptions.
• Analyze Service Desk performance and drive continuous service improvement initiatives.
• Collaborate with global Service Desk leadership, local IT providers, On-Site Support teams, and business stakeholders.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Service Management, or an equivalent field.
• 7–9 years of professional experience in IT service delivery or service management, preferably in a global environment.
• Hands-on knowledge of ITIL practices, including Incident, Change, Problem, Major Incident, and Knowledge Management.
• Experience with ServiceNow, service assurance, vendor management, SLA/KPI governance, and Service Desk deliverables.
• Strong stakeholder management, negotiation, mediation, escalation, de-escalation, communication, and prioritization skills.
• Customer-focused approach and the ability to work effectively under pressure.

Culture & Benefits

• Work with global and regional IT teams supporting employees across North America and LATAM.
• Collaborate in an international organization with employees in more than 90 countries.
• Contribute to sustainable energy transformation, decarbonization, and new energy technologies.
• Inclusive environment bringing together more than 130 nationalities.