Service Delivery Manager (Genesys Cloud CX)

Location: Remote, work from anywhere; PST hours and weekend shifts required

Company

Global IT services and consulting company supporting digital transformation and customer experience solutions for enterprise and startup clients.

What you will do

• Coordinate daily CX service delivery and operational activities in line with SLA requirements.
• Work with Genesys Cloud CX consultants, engineers, support teams, and client stakeholders to track delivery progress.
• Monitor service requests, tickets, shifts, operational metrics, and issue resolution.
• Coordinate incidents, follow up on actions, and communicate support status and service metrics to customers.
• Prepare service reports and operational updates, and support service review meetings.
• Maintain service documentation and identify opportunities for operational and service improvements.

Requirements

• At least 2 years of experience in technical support, IT services, or customer support.
• Strong troubleshooting and problem-solving skills.
• Understanding of SLA principles and experience working within defined SLA requirements.
• Good communication and teamwork skills.
• Availability to work PST hours and weekend shifts.
• Upper-intermediate English or higher for communication with US customers and clarification of requirements.

Culture & Benefits

• Remote work-from-anywhere culture.
• Health insurance and a comprehensive compensation and benefits package.
• Relocation program.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Global, multicultural, and inclusive work environment with regular team-building events.