Service Delivery & Operations Manager

Responsibilities

• Serve as the operational backbone for Engineering Centers in Mexico and Colombia, ensuring functional areas execute against defined strategies.
• Drive operational excellence through governance, standardization, and performance management across multiple sites.
• Establish and sustain operational cadences, including weekly, monthly, and quarterly business reviews.
• Define and enforce common operational standards to ensure process maturity and reporting discipline across both centers.
• Own the consolidated operational dashboard and deliver actionable metrics and insights to senior leadership.
• Manage demand intake and maintain forward-looking capacity planning aligned with headcount growth targets.
• Lead strategic cross-functional programs such as center expansions, technology transformations, and large-scale process changes.
• Act as the operational extension of the Head of Engineering Centers in cross-functional and regional forums.

Requirements

• 7–10 years of progressive experience in operations management, business operations, or a related field.
• Demonstrated experience managing operations across multiple geographies or sites.
• Experience working within or in close partnership with technology organizations (software development, IT services, or shared services).
• Proven track record of designing and implementing operational governance frameworks, KPI systems, and performance reporting.
• Experience leading cross-functional programs or initiatives from inception to delivery.
• Bachelor's degree in Business Administration, Industrial Engineering, Information Systems, or a related field.

Preferred Qualifications

• Master's degree in Business Administration (MBA) or Operations Management.
• Project Management certification (PMP or equivalent) or process improvement certification (Lean, Six Sigma).
• Prior exposure to demand management and capacity planning in a technology services context.
• Experience operating in a matrixed organization and familiarity with nearshore or offshore Engineering Center models.
• Experience working across Latin America and US markets.

About the Company

Chubb is a leading global insurance company providing a wide range of products and services to consumers and businesses. We focus on driving excellence through innovation and operational rigor.