Service Delivery Excellence Manager

hace 1 día

Bogotá, Bogotá D.E., Colombia Ingepsy A tiempo completo

The Service Delivery Excellence Manager position at Ingepsy offers a unique opportunity to excel in customer support, project management, and technical expertise. Our team is dedicated to delivering exceptional services to our customers globally, and we are seeking a skilled professional to join us in this mission.

As a Service Delivery Excellence Manager, you will serve as a central point of contact for a select group of elite customers, providing superior customer support, project management, communication, and documentation. Your primary objective will be to facilitate the current standards and continuously improve management, communication, and documentation within our Managed Hosting Services organization.

Your responsibilities will include:

  • Acting as the primary point of contact for customers and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving their hosted environment.
  • Troubleshooting product and managed hosting environment issues to determine root causes, issuing workarounds and solutions.
  • Managing cases via daily queue and workload management, handling escalations, and liaising with internal teams who deploy, configure, and maintain customer environments.
  • Conducting systems audits and analyses on the performance of the customer's Managed Hosting environment.
  • Providing second-level support and escalating software defects to Product Development.
  • Focusing on delivering a positive customer experience by actively supporting the customer and keeping them informed throughout the lifecycle of the case.

We are seeking an individual with strong technical skills, particularly in Linux, and excellent interpersonal and communication skills. The ideal candidate should have 2-5 years of product/project management responsibility, envisioning and defining new products and features, with a quality-conscious approach to documenting, handling, and tracking technical issues.

A competitive salary of $85,000-$110,000 per annum reflects the level of expertise required for this role, commensurate with industry standards for similar positions in Colombia. As an equal employment opportunity/affirmative action employer, Ingepsy considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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