Service Delivery Manager

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

📋 Description

• Assist in coordinating the delivery of CX services and daily operations in accordance with SLA standards.

• 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 ensure prompt responses and effective issue resolution.

• Engage in incident coordination, follow-up actions, and customer communication related to support status and service metrics.

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

• Update and maintain 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 identify opportunities for enhancing service delivery and improving operational efficiency.

⛳️ Requirements

• Minimum of 2 years' experience in IT services, service delivery, project coordination, customer support, or similar positions.

• Familiarity with ITIL frameworks, knowledge of PMBOK, and experience with Genesys Cloud or other call center solutions, Jira, and SNOW is advantageous.

• Proven experience in managing support teams.

• Understanding of technical support methodologies is a plus.

• Excellent organizational abilities with the capacity to manage multiple activities simultaneously.

• Strong 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.

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

• Spanish language skills are a plus.

🏝️ Benefits

• Culture of Relentless Performance: become part of an unstoppable technology development team with a 99% project success rate and over 30% annual revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation package that includes health insurance and a relocation program.

• Work From Anywhere Culture: leverage the flexibility that remote work offers.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship options.

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

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

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