Service Delivery Manager

📋 Description

• Serve as primary contact for Five9 Managed Services, including technical account management.
• Lead Day2 service delivery programs with PMP and Agile practices.
• Develop and oversee communication plans between Five9, customers and partners.
• Oversee governance and administration arrangements for customers.
• Build and manage Day2 service implementation workstreams using PMP plans and Agile sprints.
• Deliver Five9 Managed Services reporting and track defects and feature requests.

🎯 Requirements

• 5+ years ITIL process design and/or ITSM eBond integration.
• Available for LATAM working hours.
• ITIL methodology expertise with emphasis in Service and Incident Management.
• Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
• Reporting and analytics experience.
• In-depth understanding of KPIs and objectives around Service Management.

🎁 Benefits

• Health, dental, and vision coverage from day one; employee portion covered.
• Short-term and long-term disability and basic life insurance.
• Mental health support platform with therapy and coaching.
• Generous employee stock purchase plan.
• Paid time off, holidays, volunteer hours, and 12 weeks paid parental leave.
• 401k plan with employer matching.