Service Delivery Manager
Miratech
$0-$0 / yr
Salary
brazil
Region
ASAP
Start Date
About Miratech
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
About this Role.
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.
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.
Collaborate with internal teams to identify opportunities for service improvements and operational efficiency.
2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles.
Experience with ITIL frameworks, Genesys Cloud or other call-center solutions, Jira, and SNOW is an advantage.
Knowledge of project delivery 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