Senior Service Delivery Manager

hace 1 mes


San José, San José, Costa Rica Smartsheet A tiempo completo

Solution Services Leadership Role

As a senior leader within our Solution Services team, you will be responsible for overseeing a team of experienced professionals, driving the delivery of packaged services, and contributing to the growth of the business.

This role requires a unique blend of proficiencies in technology implementation, process development, people management, and business development.

Key Responsibilities:

  1. Be accountable for team utilization and revenue in relation to department goals.
  2. Oversee delivery teams assigned to customer engagements.
  3. Ensure delivery quality and customer satisfaction.
  4. Act as a primary customer escalation point and help resolve delivery issues.
  5. Partner with resource schedulers to ensure appropriate project staffing.
  6. Identify, manage, and coordinate initiatives to support process improvements.
  7. Contribute to the development of professional services offerings and delivery methodologies.
  8. Own and maintain the refinement of processes, related tools, and documentation.
  9. Collaborate and partner with Sales in the positioning of Professional Services.
  10. Collaborate and partner with peer leaders across Customer Excellence in support of shared goals.
  11. Develop a strong understanding of the Smartsheet platform and remain current on related features.

Supervisory Responsibilities:

  1. Develop and mentor the delivery team, including overseeing new employee onboarding.
  2. Conduct performance evaluations of your team.
  3. Forecast, resource allocation, and alignment to reach department goals.

Requirements:

  1. A bachelor's degree or equivalent combination of relevant work experience and education (minimum 7 years).
  2. 3+ years of progressive leadership experience in software services and/or professional services (preferably with SaaS experience).
  3. A passion for leading and developing high-performance teams.
  4. Excellent communication skills (verbal, written, and presentation).
  5. Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities.
  6. Work experience in technology implementation and related project management.
  7. Strong business acumen, problem-solving, and interpersonal skills.
  8. The ability to travel when necessary, to meet with customers or for internal meetings.

Benefits:

  1. Fully paid Health & Life insurance for full-time employees and family members.
  2. Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
  3. Monthly stipend to support your work and productivity.
  4. Equity - Restricted Stock Units (RSUs) for eligible roles.
  5. 12 days paid Vacation + Flexible Time Away Program.
  6. 20 weeks fully paid Maternity Leave.
  7. 12 weeks fully paid Paternity/Adoption Leave.
  8. Personal paid Volunteer Day to support our community.
  9. Opportunities for professional growth and development including access to LinkedIn Learning online courses.
  10. Company Funded Perks including a counseling membership and your own personal Smartsheet account.
  11. Teleworking options from any registered location in Costa Rica (role specific).


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Role OverviewWe are seeking an experienced Senior IT Service Delivery Manager to lead our Helpdesk team and ensure the delivery of exceptional customer service. As a key member of our organization, you will be responsible for overseeing the activities of all Helpdesk members, creating and implementing support strategies, and assessing team performance.The...


  • San José, San José, Costa Rica Boston Consulting Group A tiempo completo

    About the RoleThe IT Service Manager will lead the IT function at our Costa Rica Nexus office, guiding the planning and oversight of local IT service operations. The role involves managing senior business relationships, providing proactive solutions, and delivering high-quality support for our rapidly changing business needs.Key ResponsibilitiesManage senior...


  • San José, San José, Costa Rica Wns Global Services A tiempo completo

    At WNS Global Services, we are seeking a Senior Service Quality Manager to lead our quality initiatives and drive excellence in service delivery. This is a rewarding opportunity for a seasoned professional to join our team and make a significant impact.Job OverviewWe are looking for an experienced professional with a proven track record of delivering...


  • San José, San José, Costa Rica Damovo A tiempo completo

    At Damovo Global Services, we are seeking a seasoned IT Service Delivery Manager to join our global ICT organization. As a Technical Incident Coordinator, you will play a crucial role in ensuring top-notch quality across all activities and meeting associated Service Level Agreements effectively.Key Responsibilities- Assign incidents/service requests within...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    About the Role:">We are seeking a highly skilled and experienced IT Service Delivery Manager to oversee our helpdesk team, ensuring exceptional service levels are consistently met. In this pivotal role, you will develop strategic initiatives to enhance productivity, streamline processes, and drive business growth.Key Responsibilities:Lead the helpdesk team...


  • San José, San José, Costa Rica 360Training A tiempo completo

    Job Summary360Training is seeking a highly skilled Senior Director of IT Delivery to lead our IT department. This role will oversee the delivery of technical leadership, shared services, and infrastructure for our business units.About 360Training360Training is a leading provider of online training solutions. We are dedicated to delivering high-quality...


  • San José, San José, Costa Rica Pfizer A tiempo completo

    About the RoleWe are seeking a Senior Virtual Service Delivery Specialist to join our team at Pfizer. In this role, you will be responsible for delivering high-quality virtual service support to clients.Key ResponsibilitiesConferencing and Event Support:Facilitate virtual events using designated collaboration tools.Provide in-conference room A/V support to...


  • San José, San José, Costa Rica Western Union A tiempo completo

    Job OverviewWestern Union is transforming lives and communities by making financial services accessible to humans everywhere. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories.We're seeking an experienced Product Delivery Project Manager to play a crucial role in understanding Western Union...


  • San José, San José, Costa Rica Emerson A tiempo completo

    About the Role:We are seeking a skilled IT Service Delivery Planning Specialist to join our team at Emerson. As a key member of our Service Delivery management team, you will play a crucial role in supporting the processes to identify, communicate, follow-up, and measure key financial performance indicators.Key Responsibilities:Support the Service Delivery...


  • San José, San José, Costa Rica Pfizer A tiempo completo

    **Virtual Service Delivery Lead**At Pfizer, we're seeking a skilled professional to lead the planning, production, and technical support of virtual events.**Responsibilities**- Utilize industry-leading production software to produce high-quality virtual events- Manage operational projects and contribute to scoping and controlling site vendors project...

  • Senior Account Manager

    hace 2 meses


    San José, San José, Costa Rica Softwareone A tiempo completo

    Job Function: Field SalesWe are seeking a highly skilled Senior Account Manager to join our team at SoftwareOne. As a key member of our sales team, you will be responsible for cultivating and nurturing deep client relationships while delivering the best of our software solutions.This role requires a strong understanding of client needs, challenges, and...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    Lead a High-Performance TeamWe are seeking an experienced Enterprise Service Delivery Director to lead our team of system engineers, developers, and project managers in delivering exceptional services for productivity use cases. The ideal candidate will have a proven track record of developing high-performing teams, owning roadmaps, and driving business...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Job SummaryWe are seeking an experienced Director, Service Delivery to lead and motivate a team to optimum performance levels. The ideal candidate will have a proven track record of delivering coaching and constructive feedback to employees, increasing engagement and improving performance.About the RoleThe Director, Service Delivery will be responsible for...

  • Solution Delivery Manager

    hace 4 semanas


    San José, San José, Costa Rica Syniverse A tiempo completo

    Syniverse is a leader in the telecommunications industry, driving innovation and connectivity worldwide. With a strong presence across the globe, we're shaping the future of technology and customer experiences.About the RoleWe're seeking an experienced Solution Delivery Manager to join our team. As a key member of our implementation team, you'll be...


  • San José, San José, Costa Rica Sonicwall A tiempo completo

    We are seeking an experienced Cybersecurity Support Manager to lead our enterprise support global delivery team at SonicWall.As a member of our high-performance team, you will be responsible for enabling customer success with our award-winning network security products.The successful candidate will have:Bachelor's degree in Computer Science or equivalent5+...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl - B20 A tiempo completo

    Job Title: Senior Program Manager, Differentiated SupportAbout the Role:We are seeking a highly experienced Senior Program Manager to join our team at Amazon Support Services Costa Rica Srl - B20. As a Senior Program Manager, you will be responsible for leading and managing large-scale Continuous Improvement programs that impact our Associates and Selling...


  • San José, San José, Costa Rica Nitel A tiempo completo

    At Nitel, we are committed to delivering exceptional customer experiences. As a Customer Service Delivery Specialist, you will play a critical role in driving timely deliverables to customers while maintaining high levels of accuracy and prioritizing tasks effectively.Your ResponsibilitiesYou will manage all aspects of the service delivery process for...

  • Gerente de Ventas Senior

    hace 1 semana


    San José, San José, Costa Rica Delivery Hero A tiempo completo

    ¿Qué esperamos de ti?Buscamos un Gerente de Ventas Senior con experiencia en ventas proactivas directas B2B para unirse a nuestro equipo en Delivery Hero. En esta posición, serás responsable de la prospección, cierre y desarrollo de relaciones comerciales con nuevos comercios.Nuestro objetivo es simplificar el día a día a millones de personas a...


  • San José, San José, Costa Rica Splunk A tiempo completo

    About UsSplunk is a leading provider of unified security and observability platforms, serving over 11,000 enterprise organizations worldwide. We strive to build a safer and more resilient digital world through innovative solutions and award-winning culture.We value diversity, equity, and inclusion at Splunk and are committed to creating a workplace where...


  • San José, San José, Costa Rica Createch A tiempo completo

    **About Us**Createch is a leading manufacturer of dental implants, clear aligners, instruments, CADCAM prosthetics, and biomaterials for esthetic dentistry, tooth replacement, and restoration solutions.We empower our employees to drive change and innovation in the industry. Our team spirit encourages diversity and a "can-do" attitude.**Our Mission**:To...