Process Director

Location: Puebla, Puebla

Work Model: On-Site

We are offering:

• Pay rate: $90,000 – 110,000 MXN Monthly

• 100% Payroll

• Direct Hiring

• Law Benefits

• Saving Fund

• 30 Days Christmas Bonus

• Life Insurance

• Major Medical Insurance

• Food Vouchers

Requirements:

• Leadership experience within IT service providers or organizations with strong ITIL/ITSM discipline.

• Proven background managing IT audits, compliance programs, and control frameworks (ISO/SOC).

• Experience managing and influencing senior stakeholders and cross-functional teams.

• ITIL 4 Managing Professional / Expert (or equivalent senior ITIL credentials).

• Knowledge of ISO 20000, ISO 27001, ISO 22301, or general IT audit frameworks.

• Deep understanding of:

• Incident, Problem, Change, and Request Management, Service Level Management, Configuration & Asset Management, Knowledge Management, Service Continuity & Supplier Management, Continual Service Improvement, Strong communication, leadership, and strategic thinking skills.

• Advanced English (written and spoken).

Key Responsabilities:

• Govern and mature all core ITIL practices across Managed Services.

• Oversee readiness, documentation, and evidence control for IT audits and external assessments.

• Ensure SLAs, KPIs, and service maturity metrics are tracked, reported, and acted upon.

• Drive a culture of continual service improvement across the organization.

• Align operations, delivery, engineering, and tooling to support ITIL centric service execution.

• Maintain a high quality, ITIL aligned workforce through training and certification processes.

About the role

Customer is building a world‑class Managed Services organization, and we’re looking for a Head of Service Management to lead our ITIL strategy, drive service maturity, and ensure operational excellence across all customer environments. This role will own the entire Service Management Office (SMO) and play a critical part in positioning our customer as an enterprise‑grade, audit‑ready, scalable MSP.

Contact Details: allison.salazar@crhit.com

This is a high-visibility opportunity where your expertise will directly impact on our customer’s engineering user experience.