Service Delivery Manager

Miratech

Service Delivery Manager supporting operational delivery of customer experience solutions. Focused on service quality and improvement within a global IT services company.

Posted 5/22/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

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Hard Skills

IT servicesservice deliveryproject coordinationcustomer supportITIL frameworksGenesys CloudJiraSNOWproject delivery methodologiescloud technologies

Soft Skills

organizational skillscommunication skillsanalytical mindsetattention to detailflexibilityability to coordinate multiple activities

Tools & Technologies

Genesys CloudJiraSNOW

Industry Keywords

CX servicesservice operationsservice requestsoperational indicatorsservice review meetingsknowledge base articles

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Support the coordination of CX services delivery, ensuring smooth day-to-day service operations according to SLAs.
Work closely with Genesys Cloud consultants, engineers, and support teams to track service activities and delivery progress.
Regular review and close cooperation with Customers on Support service status and metrics, being able to lead the communication.
Monitor service requests, tickets, shifts, and operational indicators to ensure timely response and resolution.
Assist in preparing service reports, operational updates, and internal delivery summaries.
Participate in incident coordination and follow-up activities, ensuring proper tracking and communication.
Support the preparation and organization of service review meetings with internal teams and clients.
Maintain and update service documentation, knowledge base articles, and operational procedures.
Collaborate with delivery teams to identify opportunities for service improvements and operational efficiency.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.