Company OverviewMilestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job OverviewMilestone Technologies is seeking a
Service Delivery Manager based in Mexico City to support the delivery of high-quality managed IT services for global clients, primarily aligned to North American operations. This role is ideal for an emerging service delivery professional who can support day-to-day service execution, SLA tracking, reporting, and client communications while developing toward full account ownership.
The Service Delivery Manager works closely with senior delivery leaders, client stakeholders, and cross-functional delivery teams to help ensure stable operations, continuous improvement, and a positive client and employee experience.
Key ResponsibilitiesService Delivery & Operations
- Support daily service delivery activities for assigned accounts, ensuring alignment with contractual scope and service commitments.
- Monitor SLAs, KPIs, operational metrics, and incident trends; escalate risks and issues as appropriate.
- Assist with service transitions, onboarding activities, and implementation of operational processes.
- Contribute to continuous service improvement initiatives and process optimization.
Client Engagement & Reporting
- Serve as a supporting point of contact for client operations teams.
- Prepare materials for weekly, monthly, and quarterly service reviews.
- Track action items, risks, and follow-ups from governance meetings.
People & Resource Coordination
- Coordinate with service leads and operations managers to support staffing coverage and onboarding.
- Promote a collaborative, inclusive, and service-oriented team culture.
Financial & Administrative Support
- Assist with billing validation, forecasting inputs, and headcount tracking.
- Monitor scope adherence and identify potential delivery or financial risks.
Required Skills & Qualifications- 3-5 years of experience in IT service delivery, operations, or managed services environments.
- Foundational knowledge of Digital Workplace or managed IT services (e.g., End User Services, Service Desk, Asset Lifecycle Management and AV/VC Support).
- Working knowledge of ITIL processes; ITIL certification preferred.
- Strong communication, organizational, analytical, and problem-solving skills.
- Ability to work effectively with cross-functional and geographically distributed teams.
- Strong English language fluency required, as well as Spanish.
- Bachelor's degree in Information Systems, Computer Science, Business, or related field preferred.
CompensationEstimated Pay Range: 620,000.00 MXP annually plus additional benefits
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & InclusionAt Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
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