Support Delivery Manager with Italian

Are you excited by creatively solving problems and delivering exceptional customer service?

Would you like to work with cutting-edge technology and solve complex challenges?

Join our Services Team as a Support Delivery Manager

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 prestigious accounts!

You will operate at the heart of what our business values the most: supporting our customers.You will be a trusted advisor to our high value customers, providing guidance and advice. Your job will be to proactively support customers, manage escalations and drive problem prevention.

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

• Taking ownership for managing the support experience of strategic accounts and playing a trusted advisor role in ensuring customer satisfaction
• Owning a data driven approach to inform, support, introduce process improvements and operational efficiency for our customers
• Collaborating with and coordinating technical support, engineering, product management and account teams to resolve customer incidents and escalations
• Driving incident reviews and introduction of resulting process improvements
• Managing problem prevention, often long-term, to help resolve repeated or systemic problems

Do what you love

To be successful in this role you will:

• Have extensive support experience working in account management or customer success role in a technical environment
• Be well versed in how the internet works, it's networks and protocols e.g. TCP/IP , HTTP ,DNS, TLS/SSL
• Have experience with content delivery performance, cloud computing, cybersecurity incident management and attack mitigation techniques
• Be familiar with crisis, problem, incident and/or escalation management
• Have fluency in English and Italian
• Have an empathetic approach to customers, be creative, self-driven and passionate in shaping tailored support improvements

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

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 learn and make a real impact in a global technology company? Come join us and learn with a team of people who will challenge and inspire you! By the end of your assignment, you will gain a network of encouraging colleagues ready to support you in your studies and beyond.

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