Service Delivery Manager (Latam) (Guadalajara)

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

This opportunity is located in Guadalajara, Mexico.

Establish Customer Loyalty

• Be accountable for operational results of F5, particularly Customer Satisfaction, renewal and additional sales success.
• Work in partnership with the customer to develop and drive customer service improvement plans.
• Review and report any service delivery failures or customer issues.
• Ensure high customer satisfaction on all support-related interactions by developing the team to the processes and standards outlined in our Quality Management System.

Communication Excellence

• Handle customer interaction by coordinating communication internally and externally with various partners, advising issues to resolution.
• Develop presentation content, and demonstrate effective and engaging presentation skills for internal and external audiences.
• Translate engineering deliverables into executive communication and lead situations when they go off track.
• Run executive updates, post‑incident follow‑up, internal and external communication professionally, instilling confidence and account control.

Leadership & Teamwork

• Effectively deliver Enhanced Services with Consulting and/or the Account Management work you're doing with terrific customer service.
• Have a growth mindset across how we work, how we help our customers. Bring innovation to the table day in / day out.
• Lead deployment and post‑deployment relationship of Enhanced Services partnering with customers and potential partners.
• Be a point person for the customer and account team on items related to Support.
• Coordinate and chair weekly/monthly/quarterly service delivery meetings.
• Lead indirect reports in a dynamic and focused way.

Demonstrate Innovation to Deliver Results

• Analyze data to develop a Service Delivery Plan for each customer to ensure outcomes are measurable.
• Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as lead standard methodology efforts within the same environments.
• Ensure appropriate documentation is in place for specific support requirements.
• Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement.

Knowledge, Skills and Abilities

• Provide effective communication and negotiation skills at all levels, from front line engineers to executive level, along with influencing others.
• Show good judgment to put the customer first.
• Lead sophisticated enterprise customer situations relating to Support and System availability.
• Experience with case management ticketing systems, workforce management programs a plus.
• Knowledge of common support center metrics and ability to lead teams to key performance indicators.

How Do You Qualify?

• Showcase at least 8 years of relationship management background in a customer service role.
• Hold a BA/BS or equivalent.
• Experience in a technical support role a plus.

Other Helpful Attributes

• Global mindset is a must.
• Ability to address both immediate operational actions and strategic collaboration opportunities in line with our policies and QMS.
• Understanding of IT industry working practices / methodologies; an ITIL foundation certification desirable.
• Deep understanding of Project Management - a PMP Certification is desired.
• Ability to work in a matrix-managed environment across local, regional, and general offices.
• Commercial and eye for business is an asset.

Physical Demands and Work Environment

Duties are performed in a normal office or home office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material. Duties may require being on call periodically and working outside normal working hours (evenings and weekends). Duties require the ability to travel locally up to 60% via automobile and approximately 10% overnight travel.

Equal Employment Opportunity.