Service Delivery Manager

Role Description

We are looking for a Service Delivery Manager to support operational delivery of managed services based on Genesys Cloud CX and other CCaaS platforms. In this role, you will work closely with delivery teams, technical experts, and client stakeholders to help coordinate service operations, maintain service quality, and ensure smooth day-to-day delivery of customer experience solutions. The position is focused on supporting service processes, monitoring operational activities, and contributing to the continuous improvement of CX services delivered to our clients.

• Support the coordination of CX services delivery, ensuring smooth day-to-day service operations according to SLAs.
• Work closely with Genesys Cloud consultants, engineers, and support teams to track service activities and delivery progress.
• Regular review and close cooperation with Customers on Support service status and metrics, being able to lead the communication.
• Monitor service requests, tickets, shifts, and operational indicators to ensure timely response and resolution.
• Assist in preparing service reports, operational updates, and internal delivery summaries.
• Participate in incident coordination and follow-up activities, ensuring proper tracking and communication.
• Support the preparation and organization of service review meetings with internal teams and clients.
• Maintain and update service documentation, knowledge base articles, and operational procedures.
• Collaborate with delivery teams to identify opportunities for service improvements and operational efficiency.

Qualifications

• 2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles.
• Experience with ITIL frameworks, Genesys Cloud or other call-center solutions, Jira, and SNOW is an advantage.
• Knowledge of project delivery methodologies is considered a plus.
• Strong organizational skills and ability to coordinate multiple activities.
• Good written and verbal communication skills.
• Analytical mindset and attention to detail.
• Readiness to work in PST hrs, flexible in schedule, readiness for weekend shifts.
• Interest in cloud technologies, CX platforms, and service operations.
• English level – Upper-intermediate or higher, ability to speak to US Customers and clarify the requirements or the request.
• Spanish – good to have.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 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: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.