Service Delivery Manager

Sequoia Connect

13h • Remote

About The Position

Our client is a Mexican company with 30 years of experience in development. Stands out as the leading company in software solutions for Human Resources, Payroll, and Attendance Control. With a track record spanning over three decades, they provide services to an impressive array of over 1,150 companies, including 48 renowned Fortune 500 and 40 Fortune Global 500 companies. Their reach extends nationwide presence with 4.4 million benefited employees with clients in different countries such as Japan, China, and the USA., making a significant impact in multiple industries and collaborating with companies in 15 countries worldwide. Founded in 1991, our client has been a pioneer in the human resources solutions industry and has established its presence in Mexico and Latin America as a benchmark for innovation and excellence in the field of human resources and payroll management. Now, they offer an exciting job opportunity that could be the next step in your career." By having automated processes, the company adds value to different companies, making them more profitable, and above all, in compliance with the law. Our client creates technology innovation focused on solutions to manage employees, attendance, and payroll calculations in compliance with legal requirements We are currently searching for a Service Delivery Manager : We are looking for a Service Delivery Manager to ensure the excellence and continuity of our technology services provided to high-profile corporate clients. This role is the cornerstone of our client relationship, responsible for overseeing service execution, ensuring customer satisfaction, and managing the administrative lifecycle of the account. The SDM will lead a specialized team delivering HR Solutions and Technology Services , while acting as a strategic bridge to the sales area for account growth (farming).

Requirements

• Education: Bachelor’s degree (Graduated) in Business Administration, Industrial Engineering, or a related field.
• Industry Experience: Minimum of 5 years of experience in Service Delivery Management within the technology services sector.
• Domain Expertise: Proven track record managing Human Resources solutions (e.g., Payroll, Staffing, HCM, or Outsourcing services ).
• Administrative Proficiency: Solid experience managing billing and collections processes, contract administration, and financial reporting.
• Leadership: At least 5 years leading teams focused on service delivery or customer success in corporate environments.
• Languages Advanced Oral English.
• Native Spanish.
• Work Model & Residence: Option A (Querétaro): If you reside in Querétaro , the model is Remote with frequent travel for client visits and regional office audits. Option B (Other Cities): If you reside in Tijuana, Mexicali, Hermosillo, Monterrey, Reynosa, Juárez, or San Luis Potosí , the model is 100% On-site at the local regional office with frequent client visits.
• Education: Bachelor’s degree (Graduated) in Business Administration, Industrial Engineering, or a related field.
• Industry Experience: Minimum of 5 years of experience in Service Delivery Management within the technology services sector.
• Domain Expertise: Proven track record managing Human Resources solutions (e.g., Payroll, Staffing, HCM, or Outsourcing services ).
• Administrative Proficiency: Solid experience managing billing and collections processes, contract administration, and financial reporting.
• Leadership: At least 5 years leading teams focused on service delivery or customer success in corporate environments.

Responsibilities

• Service Delivery Assurance: Guarantee that all technology services and HR solutions are delivered according to the agreed SLAs, maintaining the highest standards of quality and operational continuity.
• Customer Satisfaction (CSAT): Serve as the primary point of contact for corporate clients, proactively managing their needs, resolving escalations, and ensuring long-term loyalty.
• On-site Governance & Travel: Conduct regular on-site visits to client locations and regional offices across Mexico (including Tijuana, Mexicali, Monterrey, and Juárez) to audit service quality, strengthen executive relationships, and ensure operational alignment.
• Backoffice & Administrative Governance: Supervise the administrative health of the account, including accurate billing , collections follow-up , and the management of all contractual and administrative requirements.
• Team Leadership: Manage and mentor a team responsible for service delivery and back-office operations, fostering accountability and a high-performance culture.
• Commercial Farming: Identify new business needs within existing accounts and collaborate with the sales team to propose additional services or solutions.
• Operational Reporting: Prepare and present executive reports on service performance, financial health (collections/billing), and team KPIs to regional management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level