Service Delivery Manager

Miratech

Service Delivery Manager coordinating Genesys Cloud CX managed-service operations for enterprise clients. Monitoring SLAs, incidents, tickets, reporting, and continuous CX service improvement.

Posted 8/19/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Support and IT services, with a strong focus on SLA compliance, troubleshooting, and effective communication with customers. Proficient in collaborating with teams to enhance service delivery and operational efficiency in cloud-based CX environments.

Highest-signal resume keywords

Technical Support ExperienceSLA ComplianceTroubleshooting SkillsGenesys Cloud CX FamiliarityJira and ServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSLA UnderstandingOperational Metrics MonitoringService Reporting

Soft Skills

Good Communication SkillsTeam CollaborationProblem-Solving

Tools & Technologies

Genesys Cloud CXJiraServiceNow

Industry Keywords

ITIL FrameworkCustomer SupportCloud-Based TechnologiesService DeliveryOperational Procedures

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Support the coordination of CX service delivery and daily operations in alignment with SLA requirements
Work with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress
Monitor service requests, tickets, shifts, and operational metrics
Ensure timely response and issue resolution
Participate in incident coordination and follow-up activities
Communicate with customers regarding support status and service metrics
Prepare service reports and operational updates
Support internal service review meetings with clients and delivery teams
Maintain and update service documentation, knowledge base articles, and operational procedures
Cooperate with customers on service status reviews, service reporting, and issue troubleshooting
Collaborate with internal teams to identify service improvements and operational efficiency opportunities

Requirements

What you’ll need

2+ years of experience in Technical Support, IT services, or customer support environments
Strong troubleshooting and problem-solving skills
Understanding of SLA principles and experience working within defined SLA requirements
Good communication skills and ability to work effectively in a team environment
Willingness to grow and develop within Support Services and cloud-based CX technologies
Readiness to work PST hours and availability for weekend shifts
English level: Upper-Intermediate or higher
Ability to communicate with US customers and clarify requirements or requests
Experience with ITIL frameworks is nice to have
Familiarity with Genesys Cloud CX or other call-center solutions is nice to have
Experience using Jira and ServiceNow is nice to have
Spanish language skills are nice to have

Benefits

Comp & perks

Comprehensive compensation and benefits package
Health insurance
Relocation program
Remote work flexibility
Professional development opportunities
Certification programs
Mentorship and talent investment programs
Internal mobility opportunities
Internship opportunities
Impactful projects for top global clients
Inclusive and supportive work environment
Regular team-building company social events