Service Delivery Manager

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Assist in coordinating the delivery of customer experience (CX) services and daily operations in accordance with service level agreement (SLA) requirements.

• Collaborate closely with Genesys Cloud CX consultants, engineers, and support teams to monitor service activities and track delivery progress.

• Oversee service requests, tickets, shifts, and operational metrics to guarantee timely responses and resolution of issues.

• Engage in incident coordination, follow-up activities, and maintain communication with customers regarding support status and service metrics.

• Generate service reports and operational updates.

• Support internal service review meetings with clients and delivery teams.

• Maintain and revise service documentation, knowledge base articles, and operational procedures.

• Work collaboratively with customers within the Service Delivery framework, including service status reviews, service reporting, and issue troubleshooting.

• Partner with internal teams to pinpoint opportunities for enhancing service quality and operational efficiency.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support, IT services, or customer support settings.

• Excellent troubleshooting and problem-solving abilities.

• Proficient in investigating and efficiently resolving technical issues.

• Knowledge of SLA principles.

• Experience operating within established SLA requirements.

• Strong communication skills.

• Ability to thrive in a team-oriented environment.

• Eagerness to grow and advance within Support Services and cloud-based CX technologies.

• Willingness to work PST hours.

• Availability for weekend shifts.

• English proficiency: Upper-Intermediate or above.

• Capability to engage with US customers and clarify their requirements or requests.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility possibilities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace environment.

• Open lines of communication.

• Regular team-building social events.

• Commitment to sustainable business practices focused on IT education, community empowerment, fair operations, environmental sustainability, and gender equality.