Support Delivery Manager

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

📋 Description

• Take ownership of strategic, premium accounts and foster partnerships with customer stakeholders.

• Leverage expertise in cloud computing, security, and delivery products along with business processes to fulfill customer requirements.

• Develop data-driven Service Improvement Plans aimed at enhancing processes and operational efficiency.

• Recognize and escalate risks, promote problem prevention, and manage customer escalations effectively.

• Collaborate with Support Services, Professional Services, Engineering, and Product teams.

• Oversee performance metrics and trends to mitigate risks ahead of significant customer milestones.

• Advocate for the adoption of best practices.

• Influence product roadmaps and enhancements by championing business advantages.

• Act as a subject matter expert and customer advocate for Akamai solutions.

• Provide, support, and manage Akamai solutions from a technical perspective.

⛳️ Requirements

• A minimum of 8 years of relevant experience.

• A Bachelor's degree in Computer Science, Engineering, Management Information Systems, a related field, or an equivalent qualification.

• Experience in account management or customer success within a technical setting such as cloud infrastructure, application hosting, networking, security, or modern computing.

• Proven ability to analyze data to drive continuous process improvements.

• Fundamental understanding of networking, cloud computing, WAF, cloud security, DNS, HTTP, and TCP/IP.

• Demonstrated success in building trusted relationships with executive leadership and technical stakeholders.

• Familiarity with security technologies, processes and concepts, security event management, or security compliance.

• Strong written, verbal, and presentation skills.

• Capability to convey complex technical information to diverse audiences.

🏝️ Benefits

• Annual bonus or incentives.

• Equity awards.

• Employee Stock Purchase Plan (ESPP).

• Healthcare benefits.

• RRSP contributions.

• Company holidays.

• Paid time off (PTO) for vacation.

• Sick leave.

• Employee assistance program.

• Support for mental wellness.

• Financial wellness support.

• GROW development program.

• Mentorship opportunities.

• Internal events, including the APEX Expo.

• Access to LinkedIn Learning.