Service Delivery Manager

Location: Hybrid in Monterrey, Mexico

Company

hirify.global develops business software connecting people, processes, and technology through data, AI, and cognitive ERP solutions.

What you will do

• Lead and continuously improve Major Incident Management, including ownership, escalation, coordination, and rapid service restoration.
• Facilitate incident bridges and coordinate Cloud Operations, Engineering, Support, Product, and business stakeholders during high-impact events.
• Own Root Cause Analysis and Post-Incident Review processes, track corrective actions, and identify systemic risks and recurring failures.
• Coordinate customer-facing incident communications, including status updates, notifications, resolution notices, and post-incident communications.
• Drive Change Management practices, participate in Change Advisory Board processes, and improve implementation, validation, and rollback planning.
• Maintain incident, problem, and change management procedures, documentation, templates, and tooling while promoting operational excellence.

Requirements

• 5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline.
• Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management.
• Experience coordinating complex production incidents involving multiple technical teams.
• Ability to communicate clearly with technical stakeholders and business or customer audiences.
• Strong facilitation skills and calm, structured leadership during high-pressure incidents.
• Experience with service management, monitoring, collaboration, and status communication platforms, plus the ability to drive actions across teams without direct reporting authority.

Nice to have

• Experience developing operational metrics, identifying trends, and driving continuous service improvement.
• Working knowledge of ITIL practices; ITIL certification is desirable but not required.

Culture & Benefits

• Health and wellness benefits.
• Mentorship, continuing education, career development, and internal mobility opportunities.
• LinkedIn Learning licenses and access to a mentoring program.
• Geographically specific education support programs.
• Inclusive global workplace with work-life balance policies.
• Support for international relocations and permanent residency processes.