SERVICE DELIVERY MANAGER

We are seeking a dynamic and experienced Service Delivery Manager to join our team.
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 customer service 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.
Azion is a company that offers an edge computing platform that allows businesses to create and run serverless applications closer to end-users and devices, whether at the network edge, locally, or in any cloud.
Azion tackles complex computing and network challenges, including availability, performance, scalability, and security for critical services.
Our clients are in various sectors such as finance, e-commerce, and education, and we offer a portfolio of competitive Edge Computing products.
We work to help build the future of the hyperconnected economy.
At Azion, you will find an inclusive and welcoming work environment where all applications are valued, regardless of background, gender, sexual orientation, age, disability, or religion.
We believe that diversity is one of the pillars of our success, and respect is the foundation of all our relationships.
Come join the Azion team.
We look forward to meeting you and embarking together on a path to success in technology!