Support Delivery Manager

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Support Delivery Manager based in Canada.** We are seeking an experienced Support Delivery Manager to strengthen customer relationships, drive service excellence, and help strategic clients maximize the value of their technology investments. In this role, you will manage premium customer accounts, acting as a trusted advisor and advocate while ensuring support services align with business objectives. You will use data-driven insights to identify operational challenges, develop service improvement plans, and enhance customer outcomes. Working closely with Support Services, Professional Services, Engineering, and Product teams, you will proactively manage risks, resolve escalations, and prevent recurring issues. Your technical expertise across cloud computing, networking, and security will help customers adopt best practices and inform product improvements. This is an opportunity to make a meaningful impact in a customer-focused technology environment that values collaboration, continuous learning, and professional growth ### Accountabilities - Strategic account management: Own relationships with strategic and premium customers, building trusted partnerships with stakeholders and developing account strategies aligned with their business goals. - Customer success and advocacy: Serve as a trusted advisor and customer advocate, helping clients understand, adopt, and maximize the value of cloud computing, security, and digital delivery solutions. - Service improvement planning: Use data and performance analysis to develop and implement Service Improvement Plans (SIPs) that improve operational efficiency, service quality, and customer satisfaction. - Risk management and escalation: Proactively identify potential service risks, coordinate escalations, drive problem prevention, and collaborate with Support Services, Professional Services, Engineering, and Product teams to resolve complex customer challenges. - Performance monitoring: Track key performance indicators, analyze service trends, and anticipate risks ahead of important customer milestones to support reliable service delivery. - Operational excellence: Identify opportunities to improve customer processes, promote best practices, and implement initiatives that strengthen service delivery and operational performance. - Product feedback and adoption: Use technical expertise and customer insights to influence product roadmaps, recommend improvements, and communicate the business value of product capabilities. - Technical guidance: Act as a subject matter expert across relevant cloud, networking, security, and digital delivery technologies, providing guidance to customers and supporting the technical management of solutions. - Cross-functional collaboration: Coordinate with internal technical and business teams to align service delivery with customer expectations, resolve issues efficiently, and maintain strong customer relationships. - Stakeholder communication: Communicate service performance, risks, improvement plans, and technical recommendations clearly to audiences ranging from executive leadership to technical teams. ## Requirements - Education and experience: At least 8 years of relevant professional experience and a bachelor's degree in Computer Science, Engineering, Management Information Systems, a related discipline, or equivalent experience. - Customer success or account management: Experience in account management or customer success within a technical environment, such as cloud infrastructure, application hosting, networking, security, or modern computing. - Data analysis and process improvement: Demonstrated ability to analyze performance data, identify trends, and translate findings into practical continuous improvement initiatives. - Cloud and networking fundamentals: Basic understanding of networking, cloud computing, Web Application Firewalls (WAF), cloud security, and internet protocols such as DNS, HTTP, and TCP/IP. - Security knowledge: Familiarity with security technologies, processes, and concepts, including security event management or security compliance. - Relationship management: Proven ability to build and maintain trusted relationships with stakeholders at all levels, from executive leadership to technical teams. - Problem-solving and risk management: Strong analytical skills and the ability to identify potential risks, manage escalations, coordinate resolution efforts, and develop preventative strategies. - Communication and presentation: Excellent written, verbal, and presentation skills, including the ability to explain complex technical concepts to audiences with varying levels of technical knowledge. - Collaboration and influence: Ability to work effectively across cross-functional teams, influence stakeholders, advocate for customer needs, and align technical solutions with business priorities. - Adaptability and continuous learning: Willingness to develop new skills, stay current with evolving technology, and adapt to changing customer requirements and business priorities. ## Benefits - Competitive base salary: CAD $89,300–$160,700 per year, depending on relevant experience, skills, certifications, and other applicable factors. - Additional compensation opportunities: Potential eligibility for annual bonuses or other incentives, equity awards, and an Employee Stock Purchase Plan (ESPP). - Healthcare coverage: Access to a comprehensive benefits package, subject to eligibility requirements. - Retirement savings: Registered Retirement Savings Plan (RRSP) benefits. - Paid time off: Company holidays, vacation through a paid time off (PTO) program, and sick time. - Family-friendly benefits: Support programs designed to help employees balance personal and professional responsibilities. - Employee assistance and wellness: Access to an Employee Assistance Program, including resources focused on mental and financial well-being. - Remote work: The position is advertised as remote in Canada. - Professional development: Opportunities to expand technical and leadership capabilities through development programs, mentoring, internal learning events, and resources such as LinkedIn Learning. - Career growth: Opportunities to explore new roles, develop additional skills, and pursue different career paths within a global technology environment. - Collaborative culture: Work in a customer-focused environment that encourages innovation, knowledge sharing, continuous learning, and meaningful contributions.