Support Delivery Manager II

About the role

Join our Support Delivery Services Team! Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We work to understand our customers and to deliver results and possibilities for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.

Responsibilities

• Owning accounts by developing partnerships with stakeholders, leveraging Akamai Core Compute, Edge Compute, Cloud Security & Delivery solutions
• Collaborating with product, engineering, support, and professional services teams to resolve challenges and advocate for customer needs
• Leveraging a data-driven approach to build Service Improvement Plans (SIPs), focusing on improvement and efficiency
• Identifying and escalating risks, driving problem prevention with Support Services, Professional Services, and Products teams
• Managing key performance metrics to mitigate risks prior to customer milestones and influencing adoption of best practices
• Influencing roadmaps and improvements to advocate business benefits through extensive technical expertise across an expanded product portfolio

Requirements

• 12 years of experience and a Bachelor's degree in Computer Science, Engineering or Management Information Systems or its equivalent
• Experience working in account management or customer success role in a cloud infrastructure, application hosting, networking, security or modern compute environment
• Possession of knowledge of AI inferencing, generative AI technologies or emerging agentic AI use cases and architectures
• Experience of analyzing data to inform continuous process improvements
• Basic understanding of networking, cloud security, WAF and internet protocols such as DNS, HTTP and TCP/IP
• Proven success building trusted relationships and stakeholders ranging from executive leadership to technical teams
• Strong communication, presentation and consultative problem-solving skills
• Experience with Akamai Cloud Computing, Linode, Kubernetes, containers, APIs or modern application platforms is a plus

Qualifications

Not specified

Skills

Not specified

Benefits

Not specified

Pay

Base salary for this position ranges from CA$115,100 - CA$207,100/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary.

Schedule

Not specified