Support Delivery Manager II
Location
Malaysia
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Support Delivery Manager II
Akamai Technologies
• Taking ownership of strategic accounts while acting as a trusted advisor across business and technical domains to drive satisfaction • Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers • Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication • Collaborating with technical and business teams to resolve customer incidents and escalations, ensuring alignment with customer expectations and business objectives • Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes • Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations
Job Requirements
- Have 6+ years of experience in customer support, service delivery, or technical account management roles
- Have experience working in account management or customer success in a technical environment or in technical support
- Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery
- Demonstrate excellent understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and core security or compute fundamentals
- Demonstrate aptitude for building trusted relationships with customers across various levels
- Demonstrate stakeholder management, influence, and cross-functional alignment skills to drive change and ensure successful outcomes.
- Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
- Able to converse and write in Mandarin & spoken Cantonese will be ideal
Benefits
- We support your health, well-being, finances, and life beyond work
- FlexBase adapts to your job's needs
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