Service Delivery Manager, Customer Success Manager

YSSY

Service Delivery Manager ensuring cohesive service delivery for major enterprise client in Brazil. Managing performance, client relations, and strategic growth opportunities.

Posted 6/30/2026full-timeBarueri • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and client relations, with a strong focus on performance metrics, service level agreements, and incident management. Proficient in utilizing tracking and reporting tools to drive strategic business outcomes and enhance customer experience.

Highest-signal resume keywords

Account ManagementITIL KnowledgePerformance ReportingStakeholder CommunicationIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Lifecycle ManagementService Level AgreementsPerformance MetricsIncident ManagementChange Management

Soft Skills

Conflict ResolutionCustomer Experience ManagementResults-OrientedDeadline Management

Tools & Technologies

ExcelPower BITracking Tools

Industry Keywords

Managed Service ProviderOutsourcingProfessional ServicesDataInfrastructureSecurityObservability

About the role

Key responsibilities & impact

Be the single point of contact (SPOC) for the client across all YSSY service areas — Data & AI, Infrastructure, Observability, and Security
Manage the full account lifecycle: SLAs, performance metrics, contract financial management, penalties, and periodic reviews
Coordinate multiple YSSY squads and technical teams assigned to the client, ensuring prioritization, communication, and cohesive delivery
Prepare and present the Monthly Performance Report (RMD) consolidating all areas — operational, financial, and action plan
Lead QBR (Quarterly Business Review) meetings with client leadership, presenting results and strategic progress
Manage Service Orders and expanded scope requests, from estimation to formal acceptance
Act as the guardian of the customer experience: anticipate risks, resolve conflicts, and ensure perceived value consistently exceeds expectations
Identify and develop account expansion opportunities (upsell and cross-sell) in partnership with commercial and technical teams
Support management of critical incidents as the executive interface between the client and YSSY technical teams

Requirements

What you’ll need

Experience managing accounts or IT managed service contracts (MSP, outsourcing, support/sustaining, or professional services)
Ability to navigate seamlessly and credibly between technical and executive stakeholders
Practical knowledge of ITIL and processes for managing incidents, changes, and service levels
Broad technology perspective: comfortable discussing data, infrastructure, security, and observability without needing to be an expert in all areas
Proficiency with tracking and reporting tools: Excel, Power BI, or similar for KPIs and management reports
Results-, deadline-, and quality-oriented profile — someone who resolves issues before escalating
Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, Engineering, Business Administration, or related fields

Benefits

Comp & perks

BIZ (flexible allowance card)
Alice Health Plan
Amil Dental Plan (optional)
Life Insurance
Transportation Allowance
Wellhub (Gympass)
Childcare assistance for mothers and fathers