SERVICE DELIVERY MANAGER

Service Delivery Manager - The Service Delivery Manager will be responsible for overseeing the delivery of our services to clients, ensuring high-quality performance, and maintaining strong customer relationships. **Key Responsibilities**- Develop and implement robust service delivery frameworks to enhance client support and project management efficiency. - Define and implement service delivery processes and procedures to optimize efficiency and quality. - Manage client relationships, handling escalations, resolving issues, and ensuring client satisfaction through effective communication and negotiation. - Collaborate with cross-functional teams, including sales, engineering, and support, to ensure the successful delivery of services. - Monitor and report on team performance, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and guaranteeing that services are consistently delivered in accordance with established standards. - Lead a highly qualified team responsible for understanding customer needs in addition to providing necessary technical support. - Actively seek feedback from clients and internal teams to identify areas for enhancement and implementing initiatives to drive ongoing improvement. - Identify potential risks to service delivery, developing mitigation strategies, and ensuring proactive measures are in place to minimize disruptions to client services. - Stay updated on industry trends and best practices in the technology services industry, continuously seeking ways to enhance the company''s service delivery operations. **Requirements**:- Bachelor''s degree in Computer Science, Information Systems, Administration with a focus on technology, or equivalent experience; - Proven experience in service delivery management and team management involving critical and high availability environments; - Experience with distributed systems, streaming, high-performance web servers, storage, cloud servers, and big data; - Understanding of network and operating systems functioning; - Strong understanding of the processes and procedures involved in technology service delivery. - Advanced English; - Intermediate Spanish;**Preferred Qualifications**- Experience in TCP/IP, HTTP/HTTPS; - Knowledge and Experience with ITIL (Information Technology Infrastructure Library); - Experience in customerservice across different markets (BR, LATAM, or US); - Knowledge of Edge and/or Cloud environments (Azion, Akamai, AWS, Azure, Cloudflare, Fastly, among others) will be considered an advantage. **Skills**- Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams at all levels. - Solid project management skills, with the ability to manage multiple projects simultaneously and deliver results within tight deadlines. - Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals- Proven ability to solve complex problems and make sound decisions in a fast-paced environment. - Highly organized with strong attention to detail and a commitment to quality. Come join the Azion team. We look forward to meeting you and embarking together on a path to success in technology!m8fXfiA5QS