Customer Experience Service Delivery Professional

Há 20 horas

Brasil beBeeDelivery Tempo inteiro

Job Summary Service Delivery Manager Role This is a hands-on service delivery role focused on delivering exceptional customer experiences. The successful candidate will be responsible for managing the day-to-day operations of our service delivery team, ensuring timely and efficient resolution of incidents and requests. Key Responsibilities Design and implement effective incident management processes to ensure timely and efficient resolution of incidents. Develop and maintain robust runbooks and SOPs to support first-line/SRE teams in handling routine tasks and incidents. Establish and manage configuration management processes to ensure accurate and up-to-date records of customer environments. Provide primary operational contact for a set of enterprise customers, leading regular service reviews and status calls to ensure alignment on key metrics and performance expectations. Work closely with account management/sales teams to shape paid change requests and monitor effort vs. contract to protect margins and flag risks early. The ideal candidate will have 5+ years of experience in a service delivery, managed services, IT operations or enterprise support role serving external customers, with a strong track record of creating or improving SOPs/runbooks, training first-line/SRE teams and maintaining configuration/environment data for customer systems.

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