Support Delivery Manager

Role overview

Responsibilities

• Own strategic premium accounts and partner with customer stakeholders using knowledge of cloud compute, security, delivery products, and business processes.
• Develop data-driven Service Improvement Plans focused on process improvement and operational efficiency.
• Identify and escalate risks, prevent problems, and coordinate customer escalations across support, professional services, engineering, and product teams.
• Manage performance metrics and trends to mitigate risks before customer milestones and encourage best practices.
• Influence product roadmaps and improvements, connecting technical capabilities to business benefits.
• Act as a subject-matter expert and customer advocate in delivering, supporting, and technically managing Akamai solutions.

Requirements

• At least 8 years of relevant experience.
• Bachelor’s degree in Computer Science, Engineering, Management Information Systems, a related field, or equivalent.
• Experience in technical account management or customer success in cloud infrastructure, application hosting, networking, security, or modern compute.
• Experience analyzing data to inform continuous process improvements.
• Basic understanding of networking, cloud compute, WAF, cloud security, DNS, HTTP, and TCP/IP.
• Proven ability to build relationships with executive and technical stakeholders.
• Familiarity with security technology, processes or concepts, security event management, or security compliance.
• Strong written, verbal, and presentation skills for communicating complex technical content to varied audiences.

Compensation

• Base salary ranges from CAD 89,300 to CAD 160,700 per year.
• The compensation package may include annual bonus or incentives, equity awards, and an Employee Stock Purchase Plan.
• Benefits include healthcare, RRSP, holidays, vacation, sick time, and family-friendly support, subject to eligibility.

About Akamai