Group Operations Manager - Service Delivery Management
Mexico
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Job Description
Group Operations Manager - Service Delivery Management
Others, Mexico City

Job Summary

Own and lead global Service Desk operations ensuring high-quality end-user support across geographies. Drive SLA compliance, customer satisfaction (CSAT), and operational excellence. Act as the single point of ownership for IT support delivery, ensuring standardized, ITIL-aligned processes. Global Service Desk Manager – E4 Band JD\\\\r\\\\nRole Summary\\\\r\\\\n•\\\\r\\\\nOwn and lead global Service Desk operations ensuring high-quality end-user support across geographies.\\\\r\\\\n•\\\\r\\\\nDrive SLA compliance, customer satisfaction (CSAT), and operational excellence.\\\\r\\\\n•\\\\r\\\\nAct as the single point of ownership for IT support delivery, ensuring standardized, ITIL-aligned processes.\\\\r\\\\nKey Responsibilities\\\\r\\\\n1. Global Operations Ownership\\\\r\\\\n•\\\\r\\\\nLead end-to-end Service Desk operations (24x7, multi-geo).\\\\r\\\\n•\\\\r\\\\nManage L1 support channels including voice, chat, email, and portal.\\\\r\\\\n•\\\\r\\\\nEnsure timely ticket resolution within agreed SLAs and service targets.\\\\r\\\\n•\\\\r\\\\nOwn incident intake, ticket lifecycle, and escalation handling.\\\\r\\\\n2. SLA, KPI & Performance Management\\\\r\\\\n•\\\\r\\\\nEnsure adherence to KPIs such as:\\\\r\\\\no\\\\r\\\\nFirst Call Resolution (FCR)\\\\r\\\\no\\\\r\\\\nAverage Time to Resolve (MTTR)\\\\r\\\\no\\\\r\\\\nSpeed to Answer & CSAT\\\\r\\\\n•\\\\r\\\\nMonitor performance trends and publish:\\\\r\\\\no\\\\r\\\\nDaily / Weekly / Monthly dashboards\\\\r\\\\n•\\\\r\\\\nDrive continuous service improvement initiatives based on analytics.\\\\r\\\\n3. ITIL / ITSM Governance\\\\r\\\\n•\\\\r\\\\nEnsure strict alignment with ITIL / ITSM processes:\\\\r\\\\no\\\\r\\\\nIncident, Request, Problem, Change, Knowledge Management\\\\r\\\\n•\\\\r\\\\nEnforce:\\\\r\\\\no\\\\r\\\\nTicket quality standards\\\\r\\\\no\\\\r\\\\nSLA compliance governance\\\\r\\\\no\\\\r\\\\nEscalation and communication protocols\\\\r\\\\nClassification: Internal\\\\r\\\\n4. Customer & Stakeholder Management\\\\r\\\\n•\\\\r\\\\nAct as primary escalation point for global customers.\\\\r\\\\n•\\\\r\\\\nManage customer expectations and drive high CSAT outcomes.\\\\r\\\\n•\\\\r\\\\nCollaborate with:\\\\r\\\\no\\\\r\\\\nService Delivery Managers\\\\r\\\\no\\\\r\\\\nInfrastructure towers (L2/L3 teams)\\\\r\\\\no\\\\r\\\\nBusiness stakeholders\\\\r\\\\n5. Team Leadership & People Management\\\\r\\\\n•\\\\r\\\\nLead Service Desk team including:\\\\r\\\\no\\\\r\\\\nShift Leads / Supervisors\\\\r\\\\no\\\\r\\\\nAnalysts / Technicians\\\\r\\\\n•\\\\r\\\\nDrive:\\\\r\\\\no\\\\r\\\\nTraining, mentoring, and skill development\\\\r\\\\no\\\\r\\\\nWorkforce planning and shift coverage\\\\r\\\\n•\\\\r\\\\nEstablish a high-performance, customer-first culture.\\\\r\\\\n6. Knowledge & Tools Management\\\\r\\\\n•\\\\r\\\\nEnsure effective use of ITSM platforms (e.g., ServiceNow).\\\\r\\\\n•\\\\r\\\\nGovern Knowledge Management practices for consistent resolution.\\\\r\\\\n•\\\\r\\\\nDrive adoption of self-service portals and automation.\\\\r\\\\n7. Continuous Improvement & Automation\\\\r\\\\n•\\\\r\\\\nIdentify opportunities for:\\\\r\\\\no\\\\r\\\\nShift-left strategies\\\\r\\\\no\\\\r\\\\nAutomation / Chatbots\\\\r\\\\no\\\\r\\\\nProcess optimization\\\\r\\\\n•\\\\r\\\\nImprove:\\\\r\\\\no\\\\r\\\\nFirst Contact Resolution\\\\r\\\\no\\\\r\\\\nTicket quality and backlog reduction\\\\r\\\\n8. Reporting, Audit & Compliance\\\\r\\\\n•\\\\r\\\\nDeliver executive dashboards and SLA reports.\\\\r\\\\n•\\\\r\\\\nSupport:\\\\r\\\\no\\\\r\\\\nInternal / external audits\\\\r\\\\no\\\\r\\\\nSOP compliance and governance frameworks\\\\r\\\\n•\\\\r\\\\nMaintain documentation for audit readiness.\\\\r\\\\nClassification: In

Key Responsibilities

 Lead end-to-end Service Desk operations (24x7, multi-geo). Manage L1 support channels including voice, chat, email, and portal. Ensure timely ticket resolution within agreed SLAs and service targets. Own incident intake, ticket lifecycle, and escalation handling.

Skill Requirements

 Strong knowledge of: ITIL (Incident, Problem, Change, Request), ITSM tools (ServiceNow preferred), Service Desk metrics & reporting, Customer experience management

Other Requirements

Strong people leadership & coaching ability. Stakeholder & escalation management. Decision-making in high-pressure environments
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.