Service Delivery Manager

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

📋 Description

• This role involves direct customer engagement within a networking operations environment, reporting to the Latam Service Delivery Manager while collaborating with various internal teams to ensure an exceptional customer experience by helping clients achieve their desired outcomes with the purchased products and services.

• As a Service Manager – Networking, you will serve as the primary contact for all service-related issues during the customer’s post-sales journey, overseeing the overall health of assigned customer accounts in the LATAM region and acting as a trusted advisor.

• You will be responsible for cultivating and maintaining a robust, trusted relationship with your assigned customer(s), ensuring a positive service experience from the Company.

• Your role will involve maximizing the value of the company’s offerings and portfolio, guiding customers to achieve their business objectives and outcomes.

• Collaborating with a team of professionals to enhance customer engagement and experience, you'll focus on success by managing customer onboarding, overseeing the customer experience through regular meetings to monitor related activities and outcomes, and engaging in post-sales relationships with customers. You will apply your developed subject matter expertise to address common and complex business challenges within established guidelines and suggest suitable alternatives.

• You will tackle problems of varying complexity and scope, potentially acting as a team or project leader to guide team activities and facilitate information validation and decision-making processes.

• Responsibilities include incident and escalation management, providing remote operational support and remediation, owning incidents, managing all high and critical incidents, logistics support on RMAs, installed base management and entitlement, escalation/remediation, and end-to-end coordination with internal areas and stakeholders such as global technical support, customer care, logistics, engineering, and product departments. You will prepare and conduct monthly and quarterly business reviews with end customers and internal stakeholders, extracting, handling, and analyzing information and data related to key support and after-sales process indicators, building reports for various audiences at both operational and executive levels, and analyzing trends for further discussions, defining actions to address issues and concerns.

• You will also support business partners and resellers in post-sales activities, develop, communicate, and update account strategies with the sales account team, customer service team, and the customer, ensuring customer satisfaction through proper expectation management and high-quality, timely service delivery.

⛳️ Requirements

• Bachelor’s degree in Engineering, Computer Science, or a related field.

• 5 - 7 years of relevant experience in Service Delivery / Services Management / Services Account Management / Service Assurance.

• A service-oriented mindset and proactive attitude.

• Ideally, experience leading large technical account activities for a Service Provider, Telecom, or large Enterprise customer.

• A proven track record in managing complex customers with the ability to prioritize while balancing both customer and company business requirements.

• Experience in a service delivery and business model with active partner involvement throughout the end-to-end process.

• Ability to apply knowledge and skills to solve complex problems and/or coordinate work that may extend beyond one’s area of expertise.

• Demonstrated ownership and management of service and support escalations and remediation planning.

• Proven communication skills (both written and verbal) with the ability to engage with multiple levels within the customer environment.

• Excellent customer management and relationship-building capabilities.

• Proficiency in both Portuguese and English (Spanish is a plus).

• Some background in IP-based networks or software technologies (Core & edge routing, switching, Data Center, campus switching/networking, internet security, and network management).

• Proficient in Microsoft Office.

• Strong data analysis skills.

🏝️ Benefits

• Health & Wellbeing: We aim to provide our team members and their families with a comprehensive suite of benefits that supports their physical, financial, and emotional wellness.

• Personal & Professional Development: We invest in your career because your growth contributes to our collective success. We offer specific programs designed to help you achieve your career goals—whether you aspire to become a knowledge expert in your field or apply your skills in another division.

• Unconditional Inclusion: We embrace unconditional inclusion in our work and celebrate individual uniqueness.