Service Delivery Manager

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

📋 Description

• Assist in the coordination of customer experience (CX) service delivery and daily operations to meet SLA requirements.

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

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

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

• Generate service reports, operational updates, and facilitate internal service review meetings with clients and delivery teams.

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

• Work with customers within the Service Delivery framework (service status reviews, service reporting, troubleshooting issues).

• Partner with internal teams to uncover opportunities for service enhancements and operational efficiency.

⛳️ Requirements

• A minimum of 2 years of experience in IT services, service delivery, project coordination, customer support, or related roles.

• Familiarity with ITIL frameworks, PMBOK knowledge, Genesys Cloud or other call-center solutions, Jira, and ServiceNow (SNOW) is advantageous.

• Experience in managing support teams.

• Understanding of technical support methodologies is a plus.

• Strong organizational abilities with the capacity to manage multiple tasks effectively.

• Excellent written and verbal communication skills.

• Analytical mindset with a keen attention to detail.

• Willingness to work during PST hours, with a flexible schedule and availability for weekend shifts.

• Interest in cloud technologies, CX platforms, and service operations.

• Proficient in English at an upper-intermediate level or higher, with the ability to communicate with US customers and clarify their requirements or requests.

• Proficiency in Spanish is a plus.

🏝️ Benefits

• Culture of Relentless Performance: join a thriving technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from various professional development opportunities, including certification programs, mentorship, and talent investment initiatives, as well as internal mobility and internship opportunities.

• Global Impact: collaborate on significant projects for leading global clients and help shape the future of industries.

• Welcoming Multicultural Environment: become part of a dynamic, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: participate in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.