Senior Support Delivery Manager Lead

Do you enjoy working with customers and supporting them with your expertise?

Would you relish the opportunity to take ownership?

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 prestigious accounts

As Senior Support Delivery Manager Lead, 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 high value customers, providing guidance, advice and proactively supporting on product adoption and managing customer escalations and service incidents.

As Senior Support Delivery Manager Lead, you will be responsible for:

Taking ownership for managing strategic accounts and playing a trusted advisor role in ensuring customer satisfaction

Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers

Collaborating with technical support teams to resolve customer incidents and escalations, ensuring alignment with customer expectations and business objectives

Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes

Ensuring incident reviews are conducted and learning is translated into preventive actions

Building a team culture that promotes accountability, continuous learning, and collaboration

Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations

Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication

Do what you love

To be successful in this role you will:

Have + years of experience in customer support, service delivery, or technical account management roles

Have + years of experience leading or mentoring teams in a customer-facing environment

Have experience working in account management or customer success in a technical environment or In technical support

Demonstrate a solid understanding of networking and internet protocols such as DNS, HTTP, and TCP/IP, along with core Security or Compute fundamentals

Demonstrate aptitude for building trusted relationships with customers across various levels

Be able to effectively manage multiple stakeholders in a matrixed environment, demonstrate the ability to drive change across cross-functional teams to ensure successful outcomes

Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences

Be fluent in Japanese and English across technical and business domains

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 % 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. 

 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!

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