Service Delivery Manager

🕒 August 19

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Support the coordination of CX service delivery and daily operations in alignment with SLA requirements • Work with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress • Monitor service requests, tickets, shifts, and operational metrics • Ensure timely response and issue resolution • Participate in incident coordination and follow-up activities • Communicate with customers regarding support status and service metrics • Prepare service reports and operational updates • Support internal service review meetings with clients and delivery teams • Maintain and update service documentation, knowledge base articles, and operational procedures • Cooperate with customers on service status reviews, service reporting, and issue troubleshooting • Collaborate with internal teams to identify service improvements and operational efficiency opportunities

🎯 Requirements

• 2+ years of experience in Technical Support, IT services, or customer support environments • Strong troubleshooting and problem-solving skills • 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 • Ability to communicate with US customers and clarify requirements or requests • Experience with ITIL frameworks is nice to have • Familiarity with Genesys Cloud CX or other call-center solutions is nice to have • Experience using Jira and ServiceNow is nice to have • Spanish language skills are nice to have

🏖️ Benefits

• Comprehensive compensation and benefits package • Health insurance • Relocation program • Remote work flexibility • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Impactful projects for top global clients • Inclusive and supportive work environment • Regular team-building company social events