Strategic Support Delivery Manager - Hybrid & Remote

Sutherland; Bogotá; On-site; COP 150,000,000 - 210,000,000; Full time

Job summary

NICE is seeking a Support Delivery Manager to act as the trusted advisor for designated customers, ensuring alignment with their priorities and NICE’s objectives. The role focuses on escalation management, technical communication, and driving best practices across teams to deliver exceptional support.

The SDM will maintain strategic client relationships, influence actions with data, and lead problem-resolution sessions while coordinating with NICE internal groups.

Qualifications

• Excellent organizational and communication skills.
• Ability to use facts and data to influence decisions.
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Strong problem-solving and customer-service mindset.
• Ability to interact with all levels of management and customers.
• Ability to work with minimal guidance in a time-critical environment.
• Flexible and quickly adapt to changing business needs and processes.

Responsibilities

• Serve as trusted advisor to NICE customers and manage escalation processes.
• Maintain strategic relationships across client units and ensure value from NICE solutions.
• Lead root cause analysis and best-practice sessions with customers and internal teams.
• Coordinate across NICE and customer teams to drive resolution and adoption.
• Act as 24x7 on-call support as required and travel to customer sites when needed.

Skills

Organizational skills

Communication skills

Data-driven decisions

Prioritization

Deadline-oriented

Problem-solving

Customer service

Interpersonal skills

Stakeholder management

Autonomy

Adaptability

Job description

NICE is seeking a Support Delivery Manager to act as the trusted advisor for designated customers, ensuring alignment with their priorities and NICE’s objectives. The role focuses on escalation management, technical communication, and driving best practices across teams to deliver exceptional support.

The SDM will maintain strategic client relationships, influence actions with data, and lead problem-resolution sessions while coordinating with NICE internal groups.