Service Delivery Manager

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

📋 Description

• Assist in coordinating CX service delivery and daily operations to meet SLA requirements.

• Collaborate closely 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 responses and resolution of issues.

• Engage in incident coordination, follow-up actions, and communicate with customers regarding support status and service metrics.

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

• Keep service documentation, knowledge base articles, and operational procedures current and accurate.

• Work with internal teams to discover opportunities for service enhancements and operational efficiency.

⛳️ Requirements

• At least 2 years of experience in IT services, service delivery, project coordination, customer support, or related fields.

• Familiarity with ITIL frameworks, Genesys Cloud or other call-center solutions, Jira, and SNOW is a plus.

• Understanding of project delivery methodologies is an advantage.

• Excellent organizational skills with the ability to manage multiple tasks simultaneously.

• Strong written and verbal communication abilities.

• 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.

• Proficiency in English at an upper-intermediate level or higher, capable of communicating with US customers to clarify requirements or requests.

• Spanish language skills are a plus.

🏝️ Benefits

• Culture of Relentless Performance: become part of a high-performing 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, which includes health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility offered by remote work.

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

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

• Welcoming Multicultural Environment: join a vibrant, global team and thrive in an inclusive and supportive workplace that encourages open communication and regular team-building social events.

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