IT Service Delivery Manager

Job Description

Location: Dallas, TX (Hybrid)

Job Type: Full-time

Reports To: CEO

At SONDA, we are seeking a IT Service Delivery Manager to join our team, a dynamic and results-driven person to lead and manage the end-to-end delivery of services for our clients in the USA. This role will be responsible for overseeing service delivery operations, ensuring compliance with Service Level Agreements (SLAs), driving quality metrics, enhancing customer satisfaction through NPS, and leading pre-sales activities for the services portfolio. The Service Manager will also have full accountability for P&L performance and ensuring the alignment of services with business objectives.

Key Responsibilities:

· Service Delivery Management: Lead the service delivery operations, ensuring the successful execution of services according to contractual agreements, SLAs, and customer expectations.

· SLAs and Quality Metrics: Monitor and ensure adherence to SLAs and quality metrics, driving continuous improvement in service delivery processes.

· Customer Satisfaction (NPS): Focus on improving customer experience, leveraging NPS (Net Promoter Score) and other feedback mechanisms to enhance service offerings and customer relationships.

· Pre-sales & Business Development: Collaborate with sales teams and lead pre-sales efforts by effectively presenting and positioning the services portfolio to potential clients. Present service capabilities to potential clients and support RFPs, bids, and contract negotiations.

· P&L Responsibility: Manage the profit and loss for the services division, ensuring financial targets are met while maintaining high levels of service quality and operational efficiency.

· Team Leadership: Build and lead a high-performing services team, fostering a culture of accountability, innovation, and customer-centricity.

· Strategic Planning: Develop and implement strategies to grow the services business, improve operational efficiency, and deliver exceptional client value.

· Stakeholder Management: Maintain strong relationships with internal and external stakeholders, including clients, senior leadership, and cross-functional teams.

Requirements:

· Bachelor’s degree in IT, Computer Science, Business, or a related field.

· 5+ years of experience in IT service delivery, with at least 2 years in a leadership role.

· Proven track record of managing SLAs, financials, and supporting pre-sales functions.

· ITIL certification is preferred.

· Proven experience in service delivery management, with a focus on SLAs, quality metrics, NPS, and P&L management.

· Strong background in pre-sales activities and driving service offerings for new business opportunities.

· Excellent leadership, communication, and interpersonal skills.

· Ability to analyze data and translate it into actionable insights for continuous improvement.

· Strong understanding of the operational and financial aspects of service delivery.

· Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Required Technical & Business Skills:

· Strong experience in IT Service Management (ITSM) and SLA-driven environments.

· Ability to manage P&L, financial forecasting, and cost optimization.

· Knowledge of pre-sales activities, proposal writing, and sales support.

· Expertise in ITIL frameworks and service management tools (Jira, ServiceNow)

· Familiarity with cloud technologies (AWS, Azure, Google Cloud) is a plus.

Preferred Skills:

· Experience managing service delivery teams in a client-facing environment.

· Strong knowledge of metrics and tools related to service delivery, quality management, and customer satisfaction.

· Experience working with cross-functional teams to drive business outcomes.

· Previous experience in leading IT service delivery operations.

· Ability to establish realtionship with clients and to prioritize multitask environment.

· Positive attitude, agile person and focus on people/client

· Excellent written and verbal communication skills

· Must be located in TX (Dallas), or FL (Miami) as a second option.

Soft Skills:

· Strategic thinking: Ability to understand client needs, predict trends, and propose innovative solutions.

· Adaptability: Flexibility to adapt to a dynamic environment in the smart mobility and smart city sectors.

· Problem solving: Ability to identify issues and find technological solutions that enhance urban efficiency.

· Languages: English native. Fluent Spanish speaker.

Work Environment & Benefits:

· Competitive salary with performance-based incentives.

· Health insurance plan (Dental and Vision, optional)

· 401(k) plan with company match.

· Hybrid work model (office & remote flexibility).

· Professional development and training opportunities.Company Description

Why SONDA?

Digital transformation is SONDA's expertise. Our technological solutions can solve our customers' challenges innovatively and sustainably. As a result, these solutions benefit human well-being.

In Latin America and the United States, we have successfully implemented our solutions in over 3,000 cities across 12 countries. As part of our commitment to our customers, we support them throughout their digital transformation journey. With a large team of professionals specializing in different industries, we can better understand organizational challenges. We provide them with flexible and efficient solutions and services.

Full-time

Hybrid remote