Service Delivery Manager

Role Overview

• This is a customer facing services role (networking operations environment), who 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.
• As a Service Manager – Networking, you will be the single point of contact for all service-related matters on customer’s post-sales journey, 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.
• Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company.
• Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes.
• 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 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.
• 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
• 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.

Tech Stack

• Switching

Benefits

• Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness.