Job Title: Remote Service Delivery Manager

Location:Fully Remote (Must align with North America or APJ business hours; candidates from South America are encouraged to apply)Employment Type:Full-time / ContractReports To:Program Director

Job Overview

We are seeking twoService Delivery Managers (SDMs)to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.

As an SDM, you will act as the customer's advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

Key Responsibilities
* Customer Advocacy:Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
Customer Advocacy:Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
* Issue Resolution:Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
Issue Resolution:Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
* Service Monitoring:Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
Service Monitoring:Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
* Performance Metrics:Track SLAs/KPIs and identify any service gaps that need to be addressed.
Performance Metrics:Track SLAs/KPIs and identify any service gaps that need to be addressed.
* Process Improvement:Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.
Process Improvement:Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

Required Qualifications
* Experience:At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
Experience:At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
* Language Skills:Well-spoken and well-written English is required.Spanish-speaking proficiency is a strong plus.
Language Skills:Well-spoken and well-written English is required.Spanish-speaking proficiency is a strong plus.
* Technical Acumen:Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
Technical Acumen:Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
* Collaboration:Proven ability to coordinate across distributed teams and global stakeholders.
Collaboration:Proven ability to coordinate across distributed teams and global stakeholders.
* Problem-Solving:Excellent communication and problem-solving skills with a proactive approach to issue management.
Problem-Solving:Excellent communication and problem-solving skills with a proactive approach to issue management.

What We Offer
* Impact:A fully remote role with regional ownership and visibility in a global program.
Impact:A fully remote role with regional ownership and visibility in a global program.
* Environment:A collaborative, customer-centric work environment.
Environment:A collaborative, customer-centric work environment.