Job Description
Job Summary:

***THIS POSITION IS ONLY FOR CANDIDATES BASED IN MEXICO OR COLOMBIA ***

We are seeking an experienced Service Delivery Manager to gather technical needs from U.S. based customers and translate them into structured technical requirements. This role will be responsible for defining technical solutions such as new feature development, app maintenance, process automation and platform customization, usually aligned to Digital Transformation initiatives. The ideal candidate will bridge technical and business teams and manage capacity allocation, driving agility, efficiency, and continuous improvement.

Responsibilities:

• Serve as the Product Owner for enterprise tools, defining and prioritizing product backlogs.
• Conduct client discovery sessions to gather business and digital needs.
• Collaborate with clients to understand business requirements and translate them into technical solutions.
• Act as a liaison for a client who doesn't have a CTO or a formal IT department.
• Develop and maintain a strategic roadmap for digital solutions, aligning with business goals and objectives.
• Ensure digital solutions meet compliance, security, and performance standards.
• Monitor service performance and capacity allocation to ensure client success.
• Collaborate with engineering teams to ensure seamless execution.
• Manage client expectations and nurture long-term relationships.
• Measure service delivery and continuously adapt to maximize effectiveness.

Requirements

• • 5+ years of professional experience as a Business Analyst, Product Owner, or a related role.
  • Advanced English communication skills, both verbal and written.
  • Basic experience in Business Information Systems (CRM, ERP, SCM, FMS).
  • Proven experience documenting and communicating technical requirement and aligning them to business needs.
  • Strong knowledge of Agile and traditional methodologies, including Scrum, Kanban and Project Management.
  • Ability to analyze business processes and recommend technical solutions.
  • Excellent stakeholder management and prioritization skills.
  • Strong leadership and communication skills, both with technical and non-technical teams.
  • Experience working with cross-functional teams in a dynamic environment.
  • Previous experience as a software engineer.