Service Delivery Manager

About us

A specialist in identity, secure transactions, and digital services,
IN Groupe
is the global leader in secure identity and trust services. Every day, our 4,000 employees across 40 countries work to ensure that everyone has access to a reliable and secure identity, both in the physical and digital worlds. With our solutions and our international network of 10 R&D centers, we support governments and businesses in more than 130 countries.

Joining IN Groupe means helping to shape the future of the identity and secure transaction market. Become part of our international teams — driven by innovation and proud to design solutions that make life easier and protect personal data for millions of people around the world.

Purpose of the Role

We are seeking a
Technical Service Delivery Manager
to oversee contract maintenance strategy, delivery execution, and customer satisfaction for our identity and secure transaction solutions. This role ensures SLA compliance and operational efficiency while leading technical decision-making, managing escalations, and optimizing cost and performance across assigned contracts.

Key Responsibilities

Service Delivery & Support Management

• Define and execute maintenance and support strategies from pre-sale through contract award.
• Lead resolution of technical incidents and escalations, ensuring SLA adherence.
• Establish consistent delivery processes and support frameworks to ensure high service quality.
• Monitor customer experience against company KPIs and propose improvements.

Client Engagement & Relationship Management

• Act as a central point of contact for assigned customers, ensuring expectations are met.
• Drive customer satisfaction through proactive communication and requirement management.
• Support renewals and identify complementary business opportunities when possible.

Contract Performance & Optimization

• Ensure efficiency and profitability of contracts, reducing operational costs without compromising service.
• Govern SLA performance, create action plans, and lead decision-making for escalated cases.
• Maintain visibility and reporting on support operations, risks, and improvements.

Cross-Functional Collaboration

• Partner with engineering, product, project, and commercial teams to align service delivery.
• Provide feedback to internal teams to improve product reliability and client adoption.
• Support pre-sales activities with maintenance plans and technical input as needed.

What We Are Looking For

Qualifications & Experience

• 3+ years in technical service delivery or IT operations management.
• Proven track record with SLA-driven environments and client-facing technical support.
• Experience supervising help desks, support teams, or incident resolution workflows.
• Familiarity with software development, IT systems (workflows, databases, communications), and troubleshooting methodologies.
• Nice to have:
  PMP certification
  or other project/service management credentials.

Skills & Competencies

• Strong ownership mindset with the ability to make technical decisions under pressure.
• Excellent customer service and communication skills.
• Solid leadership and stakeholder management abilities.

Language Skills

• Upper-Intermediate English (B2 or higher),
  you will communicate confidently with global counterparts.

Work Location

• Hybrid,
  based in
  Bogotá, Colombia.

What You Will Get

We offer a competitive compensation and benefits package, including:

• Christmas bonus
• Vacation bonus
• Food and transportation bonuses
• Prepaid health coverage
• Life insurance
• Udemy membership for continuous learning
• And much more

Apply Now

Get in touch with our recruitment team to learn more:

Daniel Salazar Celis

Talent Acquisition Lead LATAM

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.