Service Delivery Manager

We are looking for a Service Delivery Manager to ensure a high-quality service experience for our strategic customers across digital products, applications, and platforms. In this role, you will be the main operational point of contact for customers, working closely with Support, Engineering, Product, and Customer Success teams to ensure service reliability, resolve critical issues, and continuously improve customer satisfaction.

Responsibilities

Own the end-to-end service delivery experience for strategic customers, ensuring service quality, reliability, and SLA compliance; Act as the primary operational point of contact, building strong relationships with customers and internal stakeholders; Lead the coordination of critical incidents, escalations, and crisis communication, ensuring timely resolution and clear communication; Collaborate with Support, Engineering, Product, and Customer Success teams to address operational challenges and drive improvements; Monitor service performance, customer satisfaction, and account health through key metrics and operational insights; Identify recurring issues, manage follow-up actions, and drive continuous improvement initiatives; Support Go-Live and Hypercare activities, ensuring operational readiness and a smooth customer experience; Conduct service reviews, communicate performance results, and proactively identify risks and opportunities

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, Technology, or related fields, or equivalent professional experience; Solid experience in Service Delivery Management, Application Support, Technical Account Management, Customer Success, or Technical Operations; Experience managing enterprise customers and working directly with technical and business stakeholders; Strong knowledge of IT Service Management (ITSM), including Incident, Problem, Change, and Service Level Management; Familiarity with digital products, SaaS platforms, APIs, integrations, and cloud environments; Experience managing critical incidents, escalations, SLAs, and service performance metrics; Strong analytical, problem-solving, stakeholder management, and communication skills; Experience with tools such as Jira, JSM, and Confluence; Advanced English communication skills, both written and spoken; Experience working in Agile software development or product environments

Nice to have

ITIL certification or equivalent practical experience; Experience with B2B SaaS products, digital marketplaces, or global operations; Familiarity with AWS, Azure, observability tools, and data platforms; Knowledge of Customer Success metrics, such as CSAT, NPS, and Customer Health Scores

Benefits

Performance based bonus*; Attendance Bonus*; Private pension plan; Meal Allowance; Casual office and dress code; Days off*; Health, dental, and life insurance; Medicines discounts; WellHub partnership; Childcare subsidies; Discounts on Ambev products*; Clube Ben partnership; Scholarship*; School materials assurance; Language and training platforms; Transport allowance; *Rules applied