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Strategic Accounts Delivery Manager
hace 2 meses
Job Summary
We are seeking an experienced Strategic Accounts Delivery Manager to join our team at Sin Nombre. As a key member of our support leadership team, you will be responsible for delivering exceptional service to our strategic customers and partners.
About the Role
The successful candidate will have a proven track record of managing IT support teams and developing formal processes and procedures to drive consistency and productivity. You will be responsible for:
- Achieving and exceeding core ticket KPIs: CSAT, MTTR, and SLA
- Ensuring customer satisfaction through personal engagement and advocacy
- Executing an effective staffing strategy, hiring plan, and onboarding of new team members
- Developing and maintaining the Support Service Delivery Catalog
- Identifying opportunities to deliver services through automated means
- Building and maintaining partnerships with Sales, Dev, SRE, and Technical Services Teams
- Engaging with the support operations team to ensure high-quality training, process, and reporting
Requirements
To be successful in this role, you will need:
- Demonstrated experience managing an IT support team
- Demonstrated experience in an international work environment
- Demonstrated experience developing and maintaining formal processes and procedures
- At least 10+ years of experience in the IT area with management experience
- Fluent in English, Spanish is a plus
About Us
Sin Nombre is a global company with a diverse and inclusive workforce. We are committed to creating a workplace that values diversity, equity, and inclusion. We believe that our employees are our greatest asset and are committed to providing a positive and supportive work environment.
