Service Delivery Manager

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

We are looking for aService Delivery Manager to support operational delivery of managed services based on Genesys Cloud CX and other CCaaS platforms. In this role, you will work closely with delivery teams, technical experts, and client stakeholders to help coordinate service operations, maintain service quality, and ensure smooth day-to-day delivery of customer experience solutions. The position is focused on supporting service processes, monitoring operational activities, and contributing to the continuous improvement of CX services delivered to our clients.

Responsibilities:

• Support the coordination of CX service delivery and daily operations in alignment with SLA requirements.
• Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress.
• Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution.
• Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics.
• Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.
• Maintain and update service documentation, knowledge base articles, and operational procedures.
• Cooperate with Customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting).
• Collaborate with internal teams to identify opportunities for service improvements and operational efficiency.

• 2+ years of experience in Technical Support, IT services, or customer support environments.
• Strong troubleshooting and problem-solving skills with the ability to investigate and resolve technical issues efficiently.
• Understanding of SLA principles and experience working within defined SLA requirements.
• Good communication skills and ability to work effectively in a team environment.
• Willingness to grow and develop within Support Services and cloud-based CX technologies.
• Readiness to work PST hours and availability for weekend shifts.
• English level: Upper-Intermediate or higher, with the ability to communicate with US customers and clarify requirements or requests.

Nice to Have:

• Experience with ITIL frameworks.
• Familiarity with Genesys Cloud CX or other call-center solutions.
• Experience using Jira and ServiceNow.
• Spanish language skills.

We offer:

• 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.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.