Support Delivery Manager II

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

📋 Description

• Taking ownership of accounts by forming partnerships with stakeholders, utilizing Akamai's Core Compute, Edge Compute, Cloud Security, and Delivery solutions.

• Working in tandem with product, engineering, support, and professional services teams to address challenges and advocate for customer requirements.

• Utilizing a data-driven methodology to develop Service Improvement Plans (SIPs), concentrating on enhancements and efficiency.

• Identifying and escalating risks while driving problem prevention in collaboration with Support Services, Professional Services, and Products teams.

• Overseeing key performance metrics to reduce risks ahead of customer milestones and promoting the adoption of best practices.

• Shaping roadmaps and enhancements to promote business advantages through comprehensive technical expertise across a broader product portfolio.

• Acting as a subject matter expert and serving as an advocate to deliver, support, and manage Akamai solutions.

⛳️ Requirements

• A minimum of 12 years of experience.

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

• Experience in account management or customer success roles within cloud infrastructure, application hosting, networking, security, or modern computing environments.

• Familiarity with AI inferencing, generative AI technologies, or emerging agentic AI use cases and architectures.

• Experience in data analysis to support continuous process improvements.

• Basic knowledge of networking, cloud security, WAF, and internet protocols such as DNS, HTTP, and TCP/IP.

• Proven track record of building trusted relationships with stakeholders, from executive leadership to technical teams.

• Strong communication, presentation, and consultative problem-solving abilities.

• Experience with Akamai Cloud Computing, Linode, Kubernetes, containers, APIs, or modern application platforms is advantageous.

🏝️ Benefits

• Healthcare coverage.

• 401K savings plan.

• Company holidays.

• Paid time off (PTO) for vacations.

• Sick leave.

• Family-friendly benefits, including parental leave.

• Employee assistance program focused on mental and financial wellness.