Service Delivery Manager - Manufacturing Software / SCADA-MES Implementations

About SPC Pro

SPC Pro helps manufacturing companies improve quality, visibility, and operational control through SPC software implementation, Gage Management solutions, and Ignition SCADA/MES/IIoT consulting and implementation services.

Our clients include manufacturing companies in automotive, medical devices, food & beverage, electronics, and industrial sectors. We work directly with Quality Managers, Production Engineers, Manufacturing Engineers, Controls Engineers, IT Managers, Plant Managers, and executive teams.

We are growing in Mexico and expanding into the United States and Europe. We are looking for a bilingual Service Delivery Manager who can help us scale delivery excellence and strengthen customer relationships.

Position Summary

The Service Delivery Manager will own the successful delivery of SPC Pro implementation and consulting projects. This person will act as the main communication bridge between clients, internal engineering teams, sales, product, and company leadership.

The ideal candidate has experience managing technical projects, coordinating engineers or consultants, communicating with manufacturing clients, managing risks and timelines, and identifying opportunities to expand client value.

This is a high-impact role for someone who enjoys technology, manufacturing, customer communication, and operational discipline.

Key Responsibilities

Service Delivery and Project Governance

• Manage the delivery of software implementation, consulting, SPC, Gage Management, SCADA, MES, and IIoT projects. 
• Create and maintain project plans, timelines, milestones, action items, risks, and escalation logs. 
• Coordinate internal engineers, developers, QA, product, and support resources. 
• Track delivery progress and proactively identify risks, delays, scope changes, and resource needs. 
• Lead weekly project status meetings with clients and internal teams. 
• Ensure clear documentation of decisions, commitments, change requests, and next steps. 
• Support project closeout, acceptance, lessons learned, and handoff to support. 

Client Communication and Relationship Management

• Serve as the primary day-to-day point of contact for assigned clients. 
• Communicate professionally in Spanish and English with manufacturing, engineering, quality, IT, and plant stakeholders. 
• Provide clear project status updates, risk summaries, executive reports, and escalation plans. 
• Manage difficult conversations with clients in a constructive and solution-oriented way. 
• Build trusted relationships with client stakeholders and internal teams. 

Internal Coordination

• Work closely with the VP of Engineering to prioritize technical resources and remove blockers. 
• Collaborate with Sales Mexico and Sales USA to support smooth transitions from sales to delivery. 
• Report current project status, delivery risks, customer needs, and resource requirements to the General Manager. 
• Help improve internal delivery processes, project templates, dashboards, and reporting tools. 
• Support resource forecasting and implementation capacity planning. 

Customer Success and Account Growth

• Monitor customer satisfaction and account health throughout project delivery. 
• Identify opportunities for additional services, licenses, integrations, dashboards, training, or support. 
• Share qualified upsell and cross-sell opportunities with the sales team. 
• Support customer retention by ensuring clients receive value from SPC Pro solutions. 

Required Qualifications

• Based in Monterrey, Nuevo León, or willing to work from SPC Pro’s Monterrey office. 
• Fluent Spanish and advanced English. Must be able to lead meetings and write professional updates in English. 
• 6+ years of experience in service delivery, project management, technical account management, customer success, implementation, IT services, software consulting, or industrial automation. 
• 3+ years managing client-facing technical projects. 
• Experience coordinating technical teams such as engineers, developers, consultants, automation engineers, or support teams. 
• Strong project management skills: planning, tracking, risk management, escalation, scope control, and status reporting. 
• Experience working with manufacturing, industrial, quality, operations, IT, or engineering stakeholders. 
• Ability to understand technical concepts and translate them into clear business/client communication. 
• Strong organization, follow-up, documentation, and prioritization skills. 
• Professional presence with clients and internal leadership. 

Preferred Qualifications

• Experience with manufacturing software, SPC, Gage Management, QMS, ERP, MES, SCADA, HMI, PLC, IIoT, or Industry 4.0 solutions. 
• Familiarity with Ignition, SQL, OPC, MQTT, dashboards, reporting, or plant-floor systems. 
• Experience with automotive, medical device, electronics, food & beverage, or industrial manufacturing clients. 
• Knowledge of SPC, MSA, APQP, PPAP, FMEA, Control Plan, IATF 16949, or Core Tools. 
• PMP, Scrum Master, ITIL, Lean Six Sigma, or similar certification. 
• Experience working with U.S. clients. 
• Experience with Jira, Smartsheet, Microsoft Project, Monday.com, ClickUp, HubSpot, Power BI, Excel, or similar tools. 

Key Skills

• Service delivery management 
• Client communication 
• Project management 
• Technical coordination 
• Risk and escalation management 
• Manufacturing systems understanding 
• Account management 
• Customer success 
• Process improvement 
• Executive reporting 
• Bilingual English-Spanish communication 
• Leadership without direct authority 

Success Metrics

Success in this role will be measured by:

• On-time project milestones 
• Client satisfaction 
• Clear weekly project reporting 
• Reduced delivery escalations 
• Improved engineering focus and prioritization 
• Accurate resource forecasting 
• Successful client handoffs 
• Repeat business and account expansion opportunities 
• Delivery process improvements 

Why Join SPC Pro

This is an opportunity to play a key role in the growth of a specialized technology company serving manufacturing clients in Mexico, the United States, and Europe.

You will work directly with leadership, engineering, sales, and clients to improve how manufacturers use SPC, Gage Management, SCADA, MES, and Industry 4.0 technologies. Your work will have visible impact on customer satisfaction, project success, team productivity, and company growth.

Location

Monterrey, Nuevo León, Mexico

Full-time | Office-based / Hybrid | Bilingual English-Spanish

Please send your CV, including your email and contact phone number, to:

Ver el correo electrónico en click.appcast.io