About this role
About the Role VALCE Talent Solutions is seeking a Service Desk Operations and Governance professional to support the Hexaware client. This onsite role in Monterrey/Saltillo focuses on ensuring operational excellence through governance, SLA/KPI management, and continuous improvement.
What You'll Do
- Oversee service desk operations and governance to ensure reliability and performance.
- Define and monitor SLAs, KPIs, and performance metrics; drive improvements.
- Provide leadership and team management for the service desk.
- Manage escalation and incident processes, including reporting and post-incident reviews.
- Produce reporting and operational reviews; support QA and continuous improvement.
- Promote self-service, analytics, and automation initiatives to improve efficiency.
- Collaborate with the client engineering team and onsite stakeholders in Monterrey/Saltillo.
What We're Looking For
- 5+ years of experience in service desk operations and governance, with strong SLA/KPI and performance management background.
- Proven leadership and team management abilities.
- Solid escalation and incident management skills.
- Experience with reporting, operational reviews, QA, and continuous improvement.
- Familiarity with self-service, analytics, and automation.
- Onsite availability in Monterrey/Saltillo; advanced English.
- Experience working with client engineering teams is a plus.