Support Delivery Manager

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

• 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.