Job Description

SONDA is the largest IT services provider in Latin America, a leader in systems integration, support, and IT outsourcing. With nearly 50 years of experience, the company continues to expand globally, with a strong and growing presence in the United States.

We are looking for a Service Delivery Supervisor to oversee service operations, ensuring high performance, availability, and customer satisfaction, supporting one of our key U.S. clients. This role plays a key part in managing incidents, coordinating teams, and ensuring service excellence.

Key Responsibilities

• Monitor server and network capacity to ensure service continuity
• Manage incidents and service requests from intake to resolution
• Ensure adherence to service processes and operational procedures
• Act as the main point of contact for service-related matters
• Coordinate with technical teams to resolve issues efficiently
• Drive service improvements and ensure customer satisfaction

Requirements

• Strong understanding of IT service delivery and operations
• Experience with incident management and service lifecycle processes
• Excellent problem-solving and decision-making skills
• Strong communication and stakeholder management abilities
• Ability to manage multiple priorities in a dynamic environment

Certifications (Preferred)

• ITIL Foundation or higher

Languages

• Advanced English required
• Intermediate proficiency in Spanish and/or Portuguese is preferred.

Job Tags

Similar Jobs