Support Delivery Manager II - Remote

Are you passionate about ensuring customer success?

Do you want to take ownership and make an impact?

Join our Global Support team

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

Take ownership of our worldwide customer accounts

As a Support Delivery Manager, you will operate at the heart of what our business values the most: supporting our customers. You will work as a trusted advisor to our customers, providing guidance, advice and proactively supporting on product adoption and managing customer escalations and service incidents.

As a Support Delivery Manager, you will be responsible for:

• Owning a data driven approach to inform support, process improvement and operational efficiency for our customers
• Identifying service enhancements and potential problems to ensure continuous improvements to quality of customer service delivery
• Coordinating incident reviews and feeding back to the management team for process improvement
• Collaborating with support teams to communicate and resolve customer incidents and escalations
• Taking ownership for proactively managing medial accounts and playing a trusted advisor role in ensuring customer satisfaction

Do what you love

To be successful in this role you will:

• 8 years of relevant experience and a Bachelor's degree in Computer Science, Engineering, another related field or its equivalent
• Have solid understanding of networking and internet protocols such as DNS, HTTP/HTTPS and TCP/IP
• Experience of analysing data to inform continuous process improvements
• Demonstrate an aptitude for building trusted relationships with customers across various levels
• Manage multiple stakeholders in a matrix environment to ensure task completion
• Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.



Learn what makes Akamai a great place to work

Connect with us on social and see what life at Akamai is like!

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!



Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status. 



Akamai is committed to complying with COVID-19 requirements in the countries where it operates. For locations or roles subject to vaccination mandates, we require proof of vaccination, if permitted, as a condition of employment. We will provide additional details regarding our vaccine record submission protocols during the hiring and onboarding process.



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