Service Delivery Manager

This is a fully remote position, open to applicants in Uruguay.

📋 Description

• Ensure the efficiency in delivering artificial intelligence solutions for security, including biometrics and intelligent video surveillance.

• Be responsible for the delivery and operation of services for a portfolio of clients, each with their own tenant and deployment.

• Lead the onboarding of new clients: planning, coordination with the client, installation of the platform and edge devices, and transition to operation.

• Define, measure, and meet SLAs related to availability, response times, and resolution.

• Manage incidents and problems end-to-end, coordinating with engineering, support, and data science teams.

• Plan and communicate software and AI model updates for each client, minimizing operational impact.

• Act as the primary operational contact for clients: follow-up meetings, service reports, and improvement plans.

• Identify risks and opportunities within accounts and relay them to product and sales teams.

• Standardize delivery and operational processes to scale to more clients without compromising quality.

⛳️ Requirements

• 5+ years in service management or delivery of technological solutions, with at least 2 years in a similar role.

• Experience managing on-premise deployments or client infrastructure.

• Proficient in incident management, SLAs, and service reporting.

• Knowledge of frameworks such as ITIL.

• Strong technical foundation to understand software architectures, networks, and infrastructure, enabling effective communication with engineering teams.

• Excellent client communication skills, even under pressure.

• Intermediate to advanced English proficiency.

• Experience in electronic security, video surveillance, CCTV, or access control.

• Familiarity with AI solutions, computer vision, or biometrics.

• Knowledge of Kubernetes, containers, or monitoring tools.

• Experience with clients in government, banking, retail, or critical infrastructure sectors.

• ITIL or PMP certification.

🏝️ Benefits

• A key role in client relationships and the growth of the company.

• Work with applied AI technology in diverse and real-world environments.