Service Delivery Manager (LATAM)
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
As a Service Delivery Manager, you will become an integral member of our Support team, leading the relationship within F5 and between the customer’s operational and leadership groups. You are encouraged to continually develop and strengthen the relationships held to increase long-term partnerships through pro-active and personable interactions. We consider you as a leader within our teams and coordinate recourses' for a world class customer experience!
***This opportunity is located in Guadalajara, Mexico.
What will you do?
Establish Customer Loyalty:
Be accountable for operational results of F5, particularly Customer Satisfaction, renewal and additional sales success.
Work in partnership with the customer to develop and drive customer service improvement plans.
Review and report any service delivery failures or customer issues.
Ensure high customer satisfaction on all support related interactions by developing the team to the processes and standards outlined in our Quality Management System.
Handle customer interaction by coordinating communication internally and externally with various partners, advising issues to resolution.
Develop presentation content, and demonstrate effective and engaging presentation skills for internal and external audiences
Translate engineering deliverables into executive communication and lead situations when they go off track.
Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence and account control.
Leadership & Teamwork:
Effectively deliver Enhanced Services with Consulting and/or the Account Management work you're doing with terrific customer service.
Have a growth mindset across how we work, how we help our customers. Bring innovation to the table day in / day out.
Lead deployment and post-deployment relationship of Enhanced Services partnering with customers and potential partners.
Be a point person for the customer and account team on items related to Support.
Coordinate and chair weekly/monthly/quarterly service delivery meetings.
Lead indirect reports in a dynamic and focused way.
Demonstrate Innovation to Deliver Results:
Analyze data to develop a Service Delivery Plan for each customer to ensure outcomes are measurable.
Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as leading standard methodology efforts within the same environments.
Ensure appropriate documentation is in place for specific support requirements.
Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement.
Knowledge, Skills and Abilities
Provide effective communication and negotiations skills at all levels, from front line engineers to executive level along with influencing others.
Show good judgment to put the customer first.
Lead sophisticated enterprise customer situations relating to Support and System availability.
Experience with case management ticketing systems, workforce management programs a plus.
Knowledge of common support center metrics and ability to lead teams to key performance indicators.
How do you qualify?
Showcase at least 8 years of relationship management background in a customer service role
Hold a BA/BS or equivalent
Experience in a technical support role a plus
Other helpful attributes:
Global mindset is a must.
Ability to address both immediate operational actions and strategic collaboration opportunities in line with our policies and QMS.
Understanding of IT industry working practices / methodologies; an ITIL foundation certification desirable
Deep understanding of Project Management – a PMP Certification is desired
Ability to work in a matrix-managed environment across local, regional, and global offices.
Commercial and eye for business is an asset.
Physical Demands and Work Environment
Duties are performed in a normal office or home office environment while sitting at a desk or computer table.
Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Duties require the ability to travel locally up to 60% via automobile and approximately 10% overnight travel, and may require being on call periodically and working outside normal working hours (evenings and weekends).
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting email@example.com.