Service Delivery Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia IN Groupe A tiempo completo

IN Groupe helps millions of people securely prove who they are and access essential services. With centuries of expertise, we create trusted identity solutions that combine security, simplicity and innovation across physical and digital platforms.

Purpose of the Role

Own the maintenance strategy—from pre-sale through contract award and execution—ensuring delivery within scope, time, and cost. You'll drive SLA compliance, customer satisfaction, and continuous improvement while identifying complementary opportunities to grow the business.

Key Responsibilities

  • Make sound technical decisions to resolve customer-reported issues and escalations.
  • Define and refine delivery & support processes to ensure a consistent, high-quality customer experience.
  • Lead SLA governance for assigned contracts; create action plans and drive resolution of escalated cases.
  • Build, execute, and maintain the support strategy to keep contracts running reliably.
  • Measure customer experience against company KPIs and implement improvements.
  • Optimize efficiency and profitability; reduce costs without impacting service quality.

What We are Looking For

  • English: Upper-Intermediate (B2+)
  • Solid understanding of IT systems (workflows, databases, networking/communications).
  • Proven experience with incident resolution and SLA compliance.
  • Help desk / support operations leadership.
  • Experience managing software delivery or maintenance projects.
  • Excellent customer service, interpersonal, and leadership skills.
  • Nice to have: PMP certification.

What You will Get

  • Christmas bonus, vacation bonus, food & transportation bonuses.
  • Prepaid medicine and life insurance.
  • Udemy membership and growth opportunities.
  • Hybrid work model (Bogotá).
  • And more

Interested?

Get in touch with The Recruitment Team:

Daniel Salazar Celis — daniel-

At IN Groupe, we help protect identities all over the world, often without being seen. Whether it is a national ID card, driving license, airport control system or bank card component, our solutions are part of everyday life.

Our teams bring together a wide range of expertise covering the full identity value chain, from secure physical documents to digital identity services. We work to ensure that everyone can access their rights safely and confidently, because the right to be yourself is essential.

Active in more than 150 countries across five continents, IN Groupe is driven by innovation and a strong collective spirit. For nearly 500 years, we have continued to evolve, guided by the commitment and passion of our people.

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