Service Delivery Manager

Role Overview

• Customer onboarding
• Manage the customer experience with recurring meetings to supervise related activities and outcomes
• Engages and manages the post-sales relationship with the customers
• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
• Works on problems of diverse complexity and scope.
• May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• 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, Telecom or large Enterprise customer.
• Experience in a service delivery and business model with active partner participation in the end-to-end chain.
• Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
• Excellent customer management and relationship capabilities
• Ability to speak and write in Portuguese and English (Spanish is a plus)
• Some background in IP-based networks or Software technologies (Core & edge routing, Switching, Data Center, campus switching/Networking, Internet Security, Network management)
• Proficient with Microsoft Office
• Strong data analysis capabilities
• Experience applying Customer Success concepts and methodologies is a plus

Tech Stack

• Switching

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion