Support Delivery Manager

Accountabilities

• Strategic account management: Own relationships with strategic and premium customers, building trusted partnerships with stakeholders and developing account strategies aligned with their business goals.

• Customer success and advocacy: Serve as a trusted advisor and customer advocate, helping clients understand, adopt, and maximize the value of cloud computing, security, and digital delivery solutions.

• Service improvement planning: Use data and performance analysis to develop and implement Service Improvement Plans (SIPs) that improve operational efficiency, service quality, and customer satisfaction.

• Risk management and escalation: Proactively identify potential service risks, coordinate escalations, drive problem prevention, and collaborate with Support Services, Professional Services, Engineering, and Product teams to resolve complex customer challenges.

• Performance monitoring: Track key performance indicators, analyze service trends, and anticipate risks ahead of important customer milestones to support reliable service delivery.

• Operational excellence: Identify opportunities to improve customer processes, promote best practices, and implement initiatives that strengthen service delivery and operational performance.

• Product feedback and adoption: Use technical expertise and customer insights to influence product roadmaps, recommend improvements, and communicate the business value of product capabilities.

• Technical guidance: Act as a subject matter expert across relevant cloud, networking, security, and digital delivery technologies, providing guidance to customers and supporting the technical management of solutions.

• Cross-functional collaboration: Coordinate with internal technical and business teams to align service delivery with customer expectations, resolve issues efficiently, and maintain strong customer relationships.

• Stakeholder communication: Communicate service performance, risks, improvement plans, and technical recommendations clearly to audiences ranging from executive leadership to technical teams.

Requirements

• Education and experience: At least 8 years of relevant professional experience and a bachelor's degree in Computer Science, Engineering, Management Information Systems, a related discipline, or equivalent experience.

• Customer success or account management: Experience in account management or customer success within a technical environment, such as cloud infrastructure, application hosting, networking, security, or modern computing.

• Data analysis and process improvement: Demonstrated ability to analyze performance data, identify trends, and translate findings into practical continuous improvement initiatives.

• Cloud and networking fundamentals: Basic understanding of networking, cloud computing, Web Application Firewalls (WAF), cloud security, and internet protocols such as DNS, HTTP, and TCP/IP.

• Security knowledge: Familiarity with security technologies, processes, and concepts, including security event management or security compliance.

• Relationship management: Proven ability to build and maintain trusted relationships with stakeholders at all levels, from executive leadership to technical teams.

• Problem-solving and risk management: Strong analytical skills and the ability to identify potential risks, manage escalations, coordinate resolution efforts, and develop preventative strategies.

• Communication and presentation: Excellent written, verbal, and presentation skills, including the ability to explain complex technical concepts to audiences with varying levels of technical knowledge.

• Collaboration and influence: Ability to work effectively across cross-functional teams, influence stakeholders, advocate for customer needs, and align technical solutions with business priorities.

• Adaptability and continuous learning: Willingness to develop new skills, stay current with evolving technology, and adapt to changing customer requirements and business priorities.

Benefits

• Competitive base salary: CAD $89,300–$160,700 per year, depending on relevant experience, skills, certifications, and other applicable factors.

• Additional compensation opportunities: Potential eligibility for annual bonuses or other incentives, equity awards, and an Employee Stock Purchase Plan (ESPP).

• Healthcare coverage: Access to a comprehensive benefits package, subject to eligibility requirements.

• Retirement savings: Registered Retirement Savings Plan (RRSP) benefits.

• Paid time off: Company holidays, vacation through a paid time off (PTO) program, and sick time.

• Family-friendly benefits: Support programs designed to help employees balance personal and professional responsibilities.

• Employee assistance and wellness: Access to an Employee Assistance Program, including resources focused on mental and financial well-being.

• Remote work: The position is advertised as remote in Canada.

• Professional development: Opportunities to expand technical and leadership capabilities through development programs, mentoring, internal learning events, and resources such as LinkedIn Learning.

• Career growth: Opportunities to explore new roles, develop additional skills, and pursue different career paths within a global technology environment.

• Collaborative culture: Work in a customer-focused environment that encourages innovation, knowledge sharing, continuous learning, and meaningful contributions.