Service Delivery Manager

Primary location: Bogotá, Colombia (home office)

Other possible locations (to be considered): São Paulo, Brazil

Job Description

Please submit your resume in English - we can only consider applications submitted in this language.

As a Service Delivery Manager you will be the single point of contact for all service-related matters, managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer.

This position reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services. 

Responsibilities

Working with a team of professionals to own customer engagement and experience with a focus on success, you will work on:

·       Customer onboarding

·       Manage the customer experience with recurring meetings to supervise related activities and outcomes

·       Incident and escalation management, provides remote operational support and remediation

·       Responsible for incident ownership, managing all high and critical incidents

·       Logistics support on RMAs

·       Installed base management and entitlement, escalation/remediation

·       E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments

·       Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders

·       Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level

·       Analyze trends for further discussion, define actions to address issues & concerns.

·       Support business partners and resellers on post-sales activities

·       Develop, communicate and update account strategies with the sales account team, customer service team & the customer.

·       Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

Requirements

·       Bachelor’s degree in Engineering, Computer Science or equivalent

·       5 - 7 years of relevant work experience in Service Delivery /  Services Management / Services Account management / Service Assurance

·       Service mindset and proactive attitude

·       Ideally leading large technical account activity for a Service Provider or large Enterprise customer.

·       Has proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements.

·       Experience in a service delivery and business model with active partner participation in the end-to-end chain.

·       Applies knowledge/skills through handling complex problems and/or coordinating work which may extend beyond own area of expertise.

·       Demonstrated ownership and management of service and support escalations and remediation planning

·       Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment

·       Excellent customer management and relationship capabilities

Skills and Abilities required

·       Ability to speak and write in English and Spanish fluently (Portuguese is a plus)

·       Some background in IP-based networks or Software technologies (Core & edge routing, Switching, Internet Security, Network management)

·       Proficient with Microsoft Office

·       Strong data analysis capabilities

·       Executive engagement and communications

·       Experience leading a cross-functional team

·       Holds self-accountable for complying with policies, procedures and work requirements.

·       Customer service and support

·       Strong communication and presentation skills

·       Experience applying Customer Success concepts and methodologies is a plus