Service Delivery Manager (Genesys Cloud)

TL;DR

Service Delivery Manager (Genesys Cloud): Coordinating operational delivery of managed services for CCaaS platforms with an accent on SLA management, incident resolution, and client communication. Focus on maintaining service quality, optimizing operational processes, and collaborating with technical teams to ensure seamless customer experience solutions.

Location: Remote (Global). Must be available to work PST hours and weekends.

Company

hirify.global is a global IT services and consulting firm that drives digital transformation for large enterprises through a culture of relentless performance and innovation.

What you will do

• Coordinate CX service delivery and daily operations to meet SLA requirements.
• Collaborate with Genesys Cloud consultants and engineers to track service activities.
• Monitor service requests, tickets, and operational metrics for timely resolution.
• Participate in incident coordination and customer communication regarding service status.
• Prepare service reports and facilitate internal service review meetings.
• Maintain operational documentation and identify opportunities for service improvements.

Requirements

• 2+ years of experience in IT services, service delivery, or project coordination.
• Ability to work PST hours and weekend shifts.
• English proficiency: Upper-intermediate (B2) or higher.
• Experience with ITIL, PMBOK, Jira, and ServiceNow is an advantage.
• Strong organizational skills and analytical mindset.
• Experience in support team management.

Nice to have

• Knowledge of technical support methodologies.
• Spanish language proficiency.

Culture & Benefits

• Work from anywhere culture with high flexibility.
• Comprehensive compensation package including health insurance.
• Extensive professional development, certification, and mentorship programs.
• Multicultural, inclusive environment with a focus on social sustainability.
• Global impact through projects for top-tier international clients.