Role Overview

NICE is looking for a Support Delivery Manager to manage strategic customer relationships and ensure high-quality technical support delivery. This role serves as the primary point of contact between enterprise customers and internal technical teams, coordinating critical escalations, driving issue resolution, and ensuring customer satisfaction.

Key Responsibilities

Manage relationships with strategic customers and key technical stakeholders.

Coordinate technical support teams to resolve critical issues and customer escalations.

Monitor SLAs, customer satisfaction, and support performance.

Facilitate customer meetings, root cause analysis (RCA), and service improvement initiatives.

Communicate customer needs and expectations to internal support, engineering, and product teams.

Coordinate post-implementation handovers and ensure operational readiness.

Drive accountability,



timely communication, and continuous service improvement.

Requirements

Experience in technical support, service delivery, Technical Account Management (TAM), Customer Success, or a similar customer-facing technical role.

Strong technical understanding of enterprise software, IT services, or technology solutions.

Proven experience managing customer escalations, critical issues, and stakeholder relationships.

Excellent communication, problem-solving, and conflict-resolution skills.

English proficiency at B2 level or higher.

Ability to prioritize, make decisions under pressure, and coordinate cross-functional teams.

Location: Usaquén, Bogotá, Colombia. On-call availability may be required.

📌 Technical Account Manager Advanced English (Bogotá)
🏢 Sutherland Global Services SGS
📍 Bogotá