Service Delivery Manager

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

📋 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 track delivery progress.

• Oversee service requests, tickets, shifts, and operational metrics to guarantee prompt responses and issue resolution.

• Engage in incident coordination, follow-up actions, and customer communications 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 well-maintained.

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

• Team up with internal groups 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, Genesys Cloud or other call-center solutions, Jira, and SNOW is advantageous.

• Experience in managing support teams.

• Knowledge of technical support methodologies is considered beneficial.

• Excellent organizational skills with the capacity to coordinate various activities simultaneously.

• Strong written and verbal communication skills.

• An analytical mindset with keen attention to detail.

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

• An interest in cloud technologies, CX platforms, and service operations.

• English proficiency 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: join 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, including health insurance and a relocation program.

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

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

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

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

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