Definity First is hiring a
Service Delivery Manager

Summary

The job is for a Service Delivery Manager at Definity First in Monterrey, Nuevo Leon. The role involves working with various teams, clients, and managing projects. The position is remote and open to candidates from Nuevo León.

Requirements

• Bachelor’s degree in Computer Science or related fields
• 5+ years of proven experience in a software development services operation
• Proven Project Management skills development and experience
• Software Development platforms, techniques and tools knowledge
• Microsoft Products Platform knowledge and experience
• Demostrable success in position responsabilities and KPIs
• Excellent communication, presentation and negotiation skills
• Strong customer focus and relationship management skills
• Ability to work independently and as part of a team
• Willingness to travel as needed
• Passion for technology and innovation
• English 90%+ in TOEFL or equivalent

Responsibilities

• Conduct regular meetings with the client and the project or service team, at least once a week, to review the status, issues, risks, and feedback, and to align on the expectations and priorities
• Monitor and track the project or service performance metrics, such as the NPS, CSAT, delivery criteria, change requests, defects, engagement score, retention rate, and performance reviews, using appropriate tools and dashboards, and report any deviations or concerns to the director of software development
• Implement and follow the best practices and standards for software development, quality assurance, and project management, such as agile methodologies, code reviews, testing frameworks, and documentation guidelines, and ensure that the project or service team adheres to them
• Create and aids to create key deliverables such as solution design, specification and acceptance criteria documentation
• Identify and manage the risks and issues that may affect the project or service delivery, such as scope creep, resource availability, technical complexity, or client satisfaction, and develop and execute mitigation and contingency plans as needed