Service Delivery Manager
Core
Coordinate operational delivery of managed customer experience (CX) services based on Genesys Cloud CX and CCaaS platforms, ensuring SLA compliance and smooth day-to-day operations.
Role type
Service Delivery Manager
Builds
Managed CX service operations for global enterprise clients
Domain
IT Services / Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
client delivery
Required skills
Service delivery coordination, ITIL frameworks, PMBOK knowledge, Genesys Cloud, Jira, SNOW, incident coordination, service reporting, operational metrics monitoring, knowledge base management, process improvement
Preferred skills
Support team management, technical support methodologies, cloud technologies, Spanish language
Technologies
Genesys Cloud CX, Jira, SNOW
Responsibilities
Coordinate CX service delivery and daily operations in alignment with SLA requirements; Track service activities and delivery progress with technical experts; Monitor service requests, tickets, shifts, and operational metrics; Participate in incident coordination and customer communication; Prepare service reports and operational updates; Maintain service documentation and operational procedures; Identify opportunities for service improvements and operational efficiency
Seniority
Mid-level, hands-on IC