Lead end-to-end service delivery for a 24×7 IT operations engagement spanning incident management and observability. This is a senior role owning service governance, SLA/SLO performance, executive-level client relationship, and multi-region team coordination.
Key Responsibilities
- Own end-to-end service delivery for a mission-critical 24×7 operations account
- Manage SLA/SLO performance and drive continuous improvement initiatives
- Act as primary escalation and governance contact for the client
- Lead monthly executive reviews and quarterly business reviews (QBRs)
- Coordinate multi-region operations (Latin America + India, follow-the-sun model)
- Oversee incident post-mortems, RCA quality, and preventive action tracking
- Ensure team stability KPIs — retention, coverage, quality, absenteeism
- Manage internal budget, resource planning, and career development for team
Required Qualifications
- 6-8 years managing IT operations or service delivery in enterprise environments
- ITIL 4 Managing Professional certification (mandatory)
- Strong stakeholder management skills at executive / director level
- Track record with retail, e-commerce, or high-transaction environments
- Experience managing multi-site distributed teams
- Comfortable making decisions under pressure and ambiguity
Nice to Have
- PMP or PRINCE2 certification
- ServiceNow enterprise experience
- Observability tools background (Dynatrace, Grafana, Open Observe)
- Prior exposure to Chile retail sector or LATAM multi-market operations
Language Requirements • English: Advanced (C1) — required (for international coordination, executive communication)
• Spanish: Native (Chilean market operation)
📌 Senior Service Delivery Manager (Región Metropolitana)
🏢 NULogic
📍 Región Metropolitana
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