Service Delivery Manager

Role Overview

As a Service Delivery Manager for Five9 Managed Services, you will manage Day 2 activities and oversee day-to-day operations, performance, and governance. You will serve as a primary customer point of contact, coordinating service delivery across internal teams and ensuring successful SaaS managed services outcomes.

Responsibilities

• Act as the primary customer contact for Five9 Managed Services (including technical account management and service desk coordination).
• Lead and coordinate service delivery programs at customer scale.
• Develop and oversee a communication plan across Five9, customers, and partners.
• Oversee customer governance and administration arrangements.
• Manage Day 2 Service Implementation workstreams using both:
  • traditional PMP-style detailed plans, and
  • Agile sprint management for incremental delivery.
• Create and deliver Managed Services reporting (weekly/monthly/quarterly as agreed during Service Transition).
• Monitor and report on defects and coordinate resolution timelines with internal Five9 teams.
• Monitor and report on feature requests, working with the Five9 product team to confirm feasibility and align timelines.
• Manage Five9 and third-party contracted deliverables included in the customer’s purchased solution.
• Own the Service Transition workstream for Day 2 readiness and align it with the broader Implementation Program timeline.
• Maintain close alignment with Account Management for adoption, escalation, and participation in QBRs/account status reviews.

Required Qualifications

• 5+ years of relevant experience in ITIL Process Design and/or ITSM.
• Expertise in ITIL with emphasis on Service Transition and Service Operations, especially incident management and change management.
• Experience with SaaS Managed Services / ITSM and support processes, ideally on a global scale.
• Reporting and analytics experience, including strong understanding of KPIs and objectives in service management.
• Strong customer relationship and service orientation skills.
• Ability to work independently as a self-starter.
• Strong written and oral communication skills.
• ITIL v3 or v4 Foundation certification (minimum).
• PMP or Agile/Scrum project management experience.
• Availability for LATAM working hours.
• Previous day 2 support experience in contact center environments, including telephony and architecture.

Nice-to-Haves

• Familiarity with eBond integration (mentioned in the posting).

Reporting Line

• Reports into the Senior Director of Five9 Managed Services.