Service Delivery Manager
On-site · Buenos Aires, Buenos Aires F.D., Argentina
Job Summary
Service Delivery Manager role coordinating CX service delivery and daily operations for Genesys Cloud CX and other CCaaS platforms. Collaborates with delivery teams, engineers, and client stakeholders to track service activities, maintain SLA-aligned performance, monitor tickets and shifts, participate in incident coordination, prepare service reports, maintain documentation, and identify opportunities for process improvements. Requires experience in IT services/service delivery, familiarity with ITIL/PMBOK, Genesys Cloud or CCaaS, Jira, and SNOW, plus strong organizational, communications, and analytical skills. Open to remote work with willingness to accommodate PST hours and weekend shifts; English proficiency required and Spanish helpful. Relocation program offered and a global, diverse, remote-friendly culture.
Required Qualifications
- 2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles
- Experience with ITIL frameworks, PMBOK knowledge, Genesys Cloud or other call-center solutions, Jira, and SNOW is an advantage
- Experience in the support team management
- 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
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