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 the overall health of assigned customer accounts in the LATAM region, acting as a key member of the account while serving as a trusted advisor to the customer. This position reports to the 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 Customer onboarding Manage the customer experience with recurring meetings to supervise related activities and outcomes Incident and escalation management, providing 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 customers 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 levels 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 Proven background in managing complex customers and a clear ability to prioritize, considering both customer and company business requirements Experience in a service delivery and business model with active partner participation in the end-to-end chain Ability to handle complex problems and/or coordinate work 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 of communicating with multiple levels within the 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 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 #J-18808-Ljbffr