This is a customer facing services role (networking operations environment)
Collaborating with various internal organizations to deliver a stellar customer experience
Managing overall health of assigned customer accounts in LATAM region
Acting as a trusted advisor to the customer
Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s)
Engages and manages the post-sales relationship with the customers
Incident and escalation management, provides remote operational support and remediation
Responsible for incident ownership, managing all high and critical incidents
Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders
Analyze trends for further discussion, define actions to address issues & concerns.
Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

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.
Proven background in managing complex customers
Experience in a service delivery and business model with active partner participation in the end-to-end chain.
Proven communication skills (written and oral)
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

Service Delivery Manager

Key skills