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Intermediate Service Delivery Manager

Status: open for applications
We are constantly seeking to establish a motivating and healthy work environment to attract and retain talents, where training enables us to enhance as a team to tackle more challenging and innovative projects with our clients.

The team at Wetcom


About the role

We are a company that provides B2B virtualization and cloud computing services on clients' infrastructure, primarily using VMware.

At Wetcom, we strive to create a motivating, flexible, and healthy work environment that enables our collaborators to grow and tackle more challenging and innovative projects.

Trust, Authority, Focus, Empathy, and Team define our culture. We provide a relaxed and dynamic atmosphere because we work on projects that impassion us. We offer you the proper equipment, training, and guidance for the development of your career.

We are looking for a Senior Service Delivery Manager to join our team.


The role involve:

Provide the service committed in the vision and scope documents. Responsible for assigning tasks and effectively monitoring their progress. (SOU = agreement reached between the client and Wetcom)

● Work together with the commercial area for service retention and renewal. As the SDM is in daily contact with the client, they are the ones to identify what the client might need, thus working jointly with the commercial area to inform them of sales opportunities.

● Possess leadership qualities to guide and motivate team members. Lead communication with work teams to enhance the experience, retain, and empower talent.

● Ensure the existence of systems, procedures, and methodologies to support excellent service delivery.

● Needs to know how to set limits with the client, care for employees within the POD, with the objective of ensuring that the client contract is fulfilled.


Valuable background and abilities:

● Being align to our values: Trust, Authority, Focus, Teamwork, Empathy

● Excellent interpersonal relationships: It's a position requiring extensive communication; this should be one of its cornerstones. At Wetcom, they work with highly interconnected information; if the information is lacking, business opportunities can be missed.

● Proactivity

● Negotiation

● Strategic vision: Identify business opportunities, collaborate with the commercial area for service retention and acquisition. Monitor pre-sales activities.

● Leadership: Ability to delegate

● Decision-making


Required experience and skills:  

Customer Service Management (5 years of experience). Management of B2B Professional Services.

● Background in infrastructure and/or data centers and/or cloud and/or virtualization.

● Experience in consulting firms, offering B2B services.

● Experience working with multiple EXTERNAL clients (minimum 3/4, ideally 5) within the same company, i.e., not as a freelancer.

● Team leadership Computer Tools: Jira (ticketing system for requests, incidents), Confluence (Atlassian) for documentation, Project, Google Suite, Slack, advanced Office.

● Availability 7x24 (available for any incident that may arise from the client's side and able to activate the team).

● Availability to travel. To Rosario, Chile, Uruguay. Travel is not frequent, but you must be willing to travel when necessary.


Beneficial experience and skills to have:

Methodology: Scrum, Agile, ITIL.

● Slack (used internally).

● Tempo for time tracking.

● Leadership of technical teams.


Seniority and years of experience:

Semi Senior to Senior with 5 years of experience


English Level:

Intermediate-Advanced technical English. Currently, they do not have an English-speaking client, but it may happen in the future and there is a lot of information available for the job in English.

Studies/ Degree: 

University/tertiary studies related to IT (in progress or completed).


Reports to the COO. Within the Service Operations department, there are 3 other SDMs. The TL is the SDM's right-hand person on technical matters within the POD.Formally, the technical team reports to the Technical Lead. The POD is assigned specific clients (around 5) to whom they provide service. The SDM is Wetcom's face to the client and the client's representative to Wetcom

Working Hours:

This is a full-time position. 

Type of work:

Hybrid mode, attending once a week at the office at CABA. Occasional short trips to Chile and Uruguay to visit clients or attend events.


● Career Development / Training Plan.

● Referral Program to recruit new talent.

● Birthday day off.

● 60% discount at SportClub.

● In-company English classes.

● Quarterly adjustments (4 salary reviews for inflation) + 2 performance reviews (April and October)

● Top-tier prepaid health insurance (family coverage available upon request).

● Discount coupon on Mercado Pago for any purchase made through the app's QR.

● Home office: hybrid work, required to be in the office once a week.

● Internet connectivity expenses covered (fixed amount updated semi-annually).

● Free week after 6 months of tenure - in July or December.

● 10 business days of vacation (can be taken as single days and/or non-consecutive).

● Extended parental leave + soft landing.


Interviewing process: 

● Talk with Micaela, Connector at Pitcheers 

● Interview with Human Resources

● Interview with Practice Lead  

● Interview with CTO

● References

● Psychometric test




We know that the process of looking for a job can be stressful. Pitcheers is here to support you and make this journey enjoyable.

There are a few ways we can help you:

Talking with us: Book a free chat with our connectors to introduce yourself and clarify doubts you may have. 

Watching our YouTube channel, you'll find practical tips, interviews with experts, and real experiences from professionals in various technology roles. Join our community!  https://www.youtube.com/@Pitcheers/videos 

Reading and following The Six-Steps Cycle. That you can download in:


(Disponible también en español)

We are here to help you grow and achieve your goals. 

Salary range:Contact our connectors to know more

How to apply

  • Book a call with one of our connectors
  • Clear all your doubts about the role and tell them about yourself
  • Get help applying
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