Service Delivery Manager

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

You'll become an integral member of our Support team, leading the relationship within F5 and between the customer’s operational and leadership groups. The Services Delivery Manager is encouraged to continually develop and strengthen the relationships held to increase long-term partnerships through pro-active and personable interactions. We consider you as a leader within our teams and coordinate recourses for a world class customer experience

**This opportunity is located in Guadalajara, Mexico

**What will you do?**:
**Establish Customer Loyalty**:

- Be accountable for operational results of F5, particularly Customer Satisfaction, renewal and additional sales success.
- Work in partnership with the customer to develop and drive customer service improvement plans.
- Review and report any service delivery failures or customer issues.
- Ensure high customer satisfaction on all support related interactions by developing the team to the processes and standards outlined in our Quality Management System.
- Schedule customer maintenances and ensure appropriate quality checks have been completed.

**Communication Excellence**:

- Handle customer interaction by coordinating communication internally and externally with various partners, advising issues to resolution.
- Translate engineering deliverables into executive communication and lead situations when they go off track.
- Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence and account control.

**Leadership & Teamwork**:

- Effectively deliver Enhanced Services with Consulting and/or the Account Management work you're doing with terrific customer service.
- Lead deployment and post-deployment relationship of Enhanced Services partnering with customers and potential partners.
- Be a point person for the customer and account team on items related to Support.
- Coordinate and chair weekly/monthly/quarterly service delivery meetings.
- Lead indirect reports in a dynamic and focused way.

**Demonstrate Innovation to Deliver Results**:

- Analyze data to develop a Service Delivery Plan for each customer to ensure outcomes are measurable.
- Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as leading standard methodology efforts within the same environments.
- Ensure appropriate documentation is in place for specific support requirements.
- Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement.

**Knowledge, Skills and Abilities**:

- Provide effective communication and negotiations skills at all levels, from front line engineers to executive level along with influencing others.
- Show good judgment to put the customer first.
- Lead sophisticated enterprise customer situations relating to Support and System availability.
- Experience with case management ticketing systems, workforce management programs a plus.
- Knowledge of common support center metrics and ability to lead teams to key performance indicators.

**How do you qualify?**:

- Showcase at least 8 years of management background in a customer service role
- **Must be proficient in writing and speaking Spanish and English. **Portuguese a plus.
- Hold a BA/BS or equivalent
- Experience in a technical support role a plus

**Other helpful attributes**:

- Ability to address both immediate operational actions and strategic collaboration opportunities in line with our policies and QMS.
- Understanding of IT industry working practices / methodologies; an ITIL foundation certification desirable
- Deep understanding of Project Management - a PMP Certification is desired
- Ability to work in a matrix-managed environment across local, regional, and global offices.
- Commercial and eye for business is an asset.

**Physical Demands and Work Environment**:

- Duties are performed in a normal office or home office environment while sitting at a desk or computer table.
- Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
- Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
- Duties require the ability to travel locally up to 60% via automobile and approximately 10% overnight travel, and may require being on call periodically and working outside normal working hours (evenings and weekends).

**Background Screening

LI-DC1

LI-Hybrid

LI-Remote

**Equal Employment Opportunity**

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or mil