Customer Delivery Manager

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

📋 Description

• Serve as the primary leader for the governance and execution of managed and professional services contracts.

• Foster strong relationships with clients, positioning yourself as a strategic advisor on technology and digital transformation initiatives.

• Conduct regular executive follow-up meetings, service evaluations, and plans for continuous improvement.

• Ensure adherence to contractual service level agreements (SLAs), key performance indicators (KPIs), and quality standards.

• Facilitate coordination among clients, technical teams, vendors, and partners to achieve operational excellence.

• Identify risks, operational discrepancies, and opportunities for enhancing service delivery.

• Prepare and deliver executive reports on performance metrics, availability, capacity, and risks.

• Assist in contract renewals, service expansions, and the exploration of new business opportunities.

• Monitor critical incidents and ensure proper resolution management.

• Advocate for the adoption of IT Service Management (ITSM) best practices, governance, and Customer Success methodologies.

• Collaborate closely with teams specializing in Cloud, Modern Workplace, Cybersecurity, Data & AI, and Infrastructure.

⛳️ Requirements

• Proven experience in technology service management, Service Delivery, or B2B Customer Success roles.

• Familiarity with Microsoft environments is essential.

• Understanding of ITIL and IT service management methodologies.

• Experience in managing operational metrics, SLAs, and KPIs effectively.

• Capability to lead executive meetings and deliver impactful presentations to clients.

• Exceptional verbal and written communication abilities.

• Proficiency in managing multiple clients and competing demands simultaneously.

• A results-driven mindset with a strong emphasis on building relationships and enhancing customer experience.

• Experience with Microsoft 365, Azure, Microsoft Security, or Power Platform is preferred.

• Knowledge of Microsoft Entra ID, Intune, Defender, and collaboration solutions is a plus.

• Previous experience at managed service providers (MSPs), consultancies, or technology integrators is desirable.

• ITIL Foundation certification is preferred.

• Microsoft Fundamentals certifications (AZ-900, MS-900, AB-900, SC-900, or equivalents) are advantageous.

• Intermediate to advanced English proficiency is desired.

🏝️ Benefits

• Involvement in strategic digital transformation initiatives.

• A collaborative environment that emphasizes innovation.

• Direct access to the latest Microsoft technologies.

• Support for obtaining official Microsoft certifications and training programs.

• A professional development plan and opportunities for career advancement.

• Engagement with clients from diverse industries and varying company sizes.