Service Delivery Manager

Miratech•Dennis, MA

5d•Remote

About The Position

We are looking for a Service Delivery Manager to support operational delivery of managed services based on Genesys Cloud CX and other CCaaS platforms. In this role, you will work closely with delivery teams, technical experts, and client stakeholders to help coordinate service operations, maintain service quality, and ensure smooth day-to-day delivery of customer experience solutions. The position is focused on supporting service processes, monitoring operational activities, and contributing to the continuous improvement of CX services delivered to our clients.

Requirements

2+ years of experience in Technical Support, IT services, or customer support environments.
Strong troubleshooting and problem-solving skills with the ability to investigate and resolve technical issues efficiently.
Understanding of SLA principles and experience working within defined SLA requirements.
Good communication skills and ability to work effectively in a team environment.
Willingness to grow and develop within Support Services and cloud-based CX technologies.
Readiness to work PST hours and availability for weekend shifts.
English level: Upper-Intermediate or higher, with the ability to communicate with US customers and clarify requirements or requests.

Nice To Haves

Experience with ITIL frameworks.
Familiarity with Genesys Cloud CX or other call-center solutions.
Experience using Jira and ServiceNow.
Spanish language skills.

Responsibilities

Support the coordination of CX service delivery and daily operations in alignment with SLA requirements.
Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress.
Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution.
Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics.
Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.
Maintain and update service documentation, knowledge base articles, and operational procedures.
Cooperate with Customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting).
Collaborate with internal teams to identify opportunities for service improvements and operational efficiency.