Service Delivery Manager

🕒 June 10

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• 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.

🎯 Requirements

• 2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles. • Experience with ITIL frameworks, PMBOK knowledge, Genesys Cloud or other call-center solutions, Jira, and SNOW is an advantage. • Experience in the support team management. • Knowledge of technical support methodologies is considered a plus. • Strong organizational skills and ability to coordinate multiple activities. • Good written and verbal communication skills. • Analytical mindset and attention to detail. • Readiness to work in PST hrs, flexible in schedule, readiness for weekend shifts. • Interest in cloud technologies, CX platforms, and service operations. • English level – Upper-intermediate or higher, ability to speak to US Customers and clarify the requirements or the request. • Spanish – good to have.

🏖️ Benefits

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. • Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. • Work From Anywhere Culture : make the most of the flexibility that comes with remote work. • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact : collaborate on impactful projects for top global clients and shape the future of industries. • Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.