5 дней назад
Customer Delivery Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Delivery Manager (Service Delivery): Managing end-to-end customer service delivery in Costa Rica with an accent on SLA compliance, customer relationships, financial performance, and vendor coordination. Focus on resolving escalations, leading operational reviews, driving process improvements, and aligning cross-functional teams to deliver consistent service quality.
Location: Heredia, Costa Rica. Full-time onsite role with 25% travel; relocation is not available.
Company
provides technology products and services, with this role supporting customer service delivery operations.
What you will do
- Manage the end-to-end service delivery lifecycle, including planning, execution, performance monitoring, and SLA compliance.
- Coordinate operational teams to resolve service issues, manage escalations, and implement corrective action plans.
- Act as the primary customer contact and lead operational, value review, and feedback meetings.
- Monitor KPIs, account costs, profitability targets, and financial forecasts.
- Coordinate customer operations, transition, technical, supply chain, dispatch, field, and vendor teams.
- Drive process improvements, automation initiatives, account planning, renewals, and service value opportunities.
Requirements
- First-level university degree in Business Administration, IT, Project Management, Communications, Finance, or a related field.
- 5+ years of experience in service delivery, customer success, or project management.
- Knowledge of ITIL or other service management frameworks.
- Excellent English communication skills are required.
- Leadership, customer management, analytical, and problem-solving skills.
- Experience with service management tools and Support processes.
Nice to have
- Experience with managed services or enterprise-level service delivery.
- Experience working across global teams and managing remote service operations.
- Familiarity with contract and statement-of-work management.
- Understanding of service operational policies, processes, and project management methodologies.
Culture & Benefits
- Cross-functional collaboration with customer operations, transition, technical, supply chain, dispatch, field, sales, and vendor teams.
- Opportunity to lead continuous improvement and operational efficiency initiatives.
- 25% business travel is expected.
- Full-time schedule with no shift premium.
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