Service Delivery Manager

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our network, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with the leading Mexican software firm specializing in Human Resources, Payroll, and Attendance Control solutions. With a track record spanning over 30 years, they serve an impressive portfolio of more than 1,150 organizations, including 48 Fortune 500 and 40 Fortune Global 500 companies. Their nationwide presence supports over 4.4 million benefited employees, with a reach that extends to 15 countries—including Japan, China, and the USA—making them a benchmark for innovation and excellence across Mexico and Latin America.

This is your chance to join a pioneer in HR technology that adds massive value to global enterprises through automated, high-precision processes that ensure profitability and legal compliance. By joining this forward-thinking team, you will be part of an environment focused on creating disruptive solutions to manage human capital on a global scale. If you are a driven professional looking for stability, innovation, and a prestigious international stage for your next career leap, this is where you belong.

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).

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.

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.
• Advanced 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.

If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/

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.