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/home We 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 Responsibilities Monitor server and network capacity to ensure service continuity Manage incidents and service requests from intake to resolution Ensure adherence to service processes and operational procedures Act as the main point of contact for service-related matters Coordinate with technical teams to resolve issues efficiently Drive service improvements and ensure customer satisfaction Requirements Strong understanding of IT service delivery and operations Experience with incident management and service lifecycle processes Excellent problem-solving and decision-making skills Strong communication and stakeholder management abilities Ability to manage multiple priorities in a dynamic environment Certifications (Preferred) ITIL Foundation or higher Languages Advanced English required Intermediate proficiency in Spanish and/or Portuguese is preferred.