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Senior Service Delivery Manager

General Information

Senior Technical Support & Service Leader

We are seeking an experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services, ensuring operational stability, service excellence, security compliance, and continuous improvement. In this role, you will lead IT service operations, drive digital transformation initiatives, and act as a key liaison between business stakeholders and IT teams. 

Key Responsibilities

  • Own and manage end-to-end IT Support services, including Incidents, Requests, Problems, and Changes. 
  • Lead Major Incident (P1/P2) management, including communications, coordination, and root cause analysis. 
  • Act as Service Owner for IT Support operations across onsite, remote, and hybrid support models. 
  • Drive continuous service improvement initiatives based on operational performance, risk analysis, and user feedback. 
  • Provide team leadership through coaching, mentoring, performance management, and capability development. 
  • Ensure compliance with ITIL practices, security standards, audit requirements, and governance policies. 
  • Partner with business stakeholders, Global IT, Security, and Compliance teams to support operational objectives.
  • Plan and coordinate maintenance activities while minimizing business disruption. 

Qualifications

  • Bachelor’s degree in Information Technology, Systems Engineering, or a related field. 
  • 7+ years of experience in IT Support, IT Operations, Network Support, or IT Service Management within enterprise environments. 
  • Strong experience leading IT operations and managing critical incidents. 
  • Solid knowledge of ITIL v4 service management practices. 
  • Experience with End User Computing environments, including Windows, Microsoft 365, and collaboration platforms. 
  • Understanding of networking fundamentals, security principles, access management, and infrastructure dependencies. 
  • Professional English communication skills. 
  • ITIL v4, Microsoft M365, Security, Endpoint, Agile, or Service Improvement certifications are a plus. 

What We're Looking For

  • Strong leadership, ownership, and accountability mindset. 
  • Excellent communication skills with both technical and non-technical stakeholders.
  • Customer-focused approach with a commitment to service quality and business impact. 
  • Analytical problem-solving and decision-making capabilities. 
  • Ability to balance operational excellence with continuous improvement and innovation initiatives.

Role Overview:

This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.

General Responsibilities / Accountabilities:

  • Own end‑to‑end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence. 
  • Lead Major Incident (P1/P2) management, including coordination, communication, decision‑making, and Root Cause Analysis (RCA). 
  • Act as Service Owner for the IT Support operating model (on‑site, remote, WFH, on‑call), ensuring effectiveness and scalability. 
  • Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback. 
  • Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development. 
  • Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance. 
  • Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams. 
  • Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact. 

Qualifications (Education / Experience / Certification)

Technical:

  • Bachelor’s degree in information technology, Systems Engineering, or related field (mandatory). 
  • 7–10 years of experience in IT Desktop support, IT network support or IT Service Management in enterprise environments. 
  • Proven experience leading IT operations and acting as escalation point during incidents. 
  • Strong practical knowledge of ITIL v4 service management practices. 
  • Solid exposure to End‑User Computing environments (Windows, M365, collaboration platforms). 
  • Operational understanding of TCP/IP networking, security fundamentals, access management, and infrastructure dependencies as per client solutions. 
  • English proficiency at conversational level and technical levels.

Certifications:

  • ITIL v4 Certification (desirable).
  • Microsoft M365 / Endpoint / Security fundamentals (preferred).
  • Agile or Service Improvement certifications (desirable).

Personal:

  • Clear and effective communication with technical and non‑technical stakeholders. 
  • Strong sense of ownership, accountability, and structured decision‑making under pressure. 
  • Customer‑centric mindset with focus on service quality and business impact. 
  • Analytical and proactive problem‑solving approach. 
  • Ability to balance day‑to‑day operations with continuous service improvement initiatives. 
Ref. code:  585435
Posted on:  29 Oct 2026
Experience Level:  Experienced Professionals
Contract Type:  Permanent
Location: 

Guatemala City, GT

Brand:  Capgemini
Professional Community:  Delivery Excellence

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