Service Delivery Supervisor

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.https://www.sonda.com/en/homeWe 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 ResponsibilitiesMonitor server and network capacity to ensure service continuityManage incidents and service requests from intake to resolutionEnsure adherence to service processes and operational proceduresAct as the main point of contact for service-related mattersCoordinate with technical teams to resolve issues efficientlyDrive service improvements and ensure customer satisfactionRequirementsStrong understanding of IT service delivery and operationsExperience with incident management and service lifecycle processesExcellent problem-solving and decision-making skillsStrong communication and stakeholder management abilitiesAbility to manage multiple priorities in a dynamic environmentCertifications (Preferred)ITIL Foundation or higherLanguagesAdvanced English requiredIntermediate proficiency in Spanish and/or Portuguese is preferred.