System Operations Manager
ProgressSoft Corporation
PMP
Senior Project Manager / Service Manager, Bilingual
Concentrix
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇷 Costa Rica
Visit company websiteJob Level
Senior
Tech Stack
ITSMPMP
About the role
- Lead day-to-day operations for a more than 10 member Customer Support team, ensuring service quality, performance, and customer satisfaction.
- Act as the main point of contact between the client and internal teams, maintaining strong, collaborative relationships.
- Manage SLAs, KPIs, and other contractual obligations, ensuring performance metrics are consistently met or exceeded.
- Facilitate daily stand-ups, weekly reviews, and regular reporting on team performance, incident trends, and customer feedback.
- Identify and drive continuous improvement opportunities in support workflows, documentation, and escalation procedures.
- Support resource planning, onboarding, training, and career development of team members.
- Mitigate risks and resolve escalations in a timely and professional manner.
- Align with internal stakeholders (HR, IT, Finance) to ensure smooth operations and delivery compliance.
Requirements
- Bachelor’s degree in Business, IT, or a related field.
- 7+ years of experience in project or service management, preferably in a customer support or IT services environment.
- Strong understanding of customer service operations, ITSM principles, and client relationship management.
- Proven experience leading support teams and managing client-facing service delivery.
- PMP, ITIL, or related certification is a plus.
- Excellent communication, problem-solving, and organizational skills.
- Fluent in English (written and verbal).
- "Bilingual" indicated in job title.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementservice managementcustomer service operationsITSM principlesclient relationship management
Soft skills
communicationproblem-solvingorganizationalcollaborationrisk mitigation
Certifications
PMPITIL
