Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Overview

As a Service Delivery Manager, you will be responsible for overseeing and managing the OSM Projects. The operational service delivery is a vital element of our overall Experience as a Service promise and is offered to our key customers.

Key Responsibilities

• Manage client relationships: The Service Delivery Manager will be responsible for maintaining relationships with Genesys Operational Service Management customers and ensuring their needs are met and provide regular updates on service delivery and respond to client inquiries and concerns.
• Coordinating service delivery: The Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different Genesys engagement teams to ensure that services are delivered in a timely and efficient manner. The role will entail managing all aspects of the Managed Service and DevOps, including day-to-day leadership of the delivery team, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting status, and assisting in tracking and resolving issues as the first escalation point.
• Monitoring service performance: The Service Delivery Manager will, in collaboration with the SEDs/Customer Success Manager, track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
• Ensuring compliance with service level agreements and maintaining budget: The SDM will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards. They will also be responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
• Continuously improving processes: Service Delivery Managers will continuously evaluate the Operational Service Management process and improve the processes to ensure that services are delivered efficiently and effectively.
• Achieve customer satisfaction goals.
• Next to the Operational execution; take responsibility to further develop and evolve the OSM service offering in alignment with our corporate services strategy 
• Maintain close links with other functions in Professional Services and other BU departments especially Product Support, CSMs and Education.
• Maintain quality relationships between our clients, strategic partners and/or third-party providers.
• Generate incremental license and services revenue through direct customer contact.
• Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
• Oversee and manage a 24/7 support team, including weekend and holiday coverage. Willingness to accept pager duty calls to ensure uninterrupted service delivery.

Qualifications and Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven 8+ years of experience in managing technical delivery teams in a contact center domain.
• Strong understanding of ITIL frameworks and methodologies.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong leadership and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Strong communication skills, both written and verbal.

Desirable Skills:

• Project Management Certification, e.g. Prince2, PMI.
• ITIL® 4 Managing Professional (MP) Certification
• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions. 

Additional Considerations

• Certifications: Genesys certifications (e.g., GCP, GCA..) are highly valued.

• Experience: Possess in-depth knowledge of Genesys technologies, including Genesys Cloud Architect, GC Configurations, GC Integrations, and other relevant GC related skills.

• Industry Knowledge: Understanding of contact center operations and customer service best practices.

By joining our team as a Service Delivery Manager, you will have the opportunity to make a significant impact on our OSM business and contribute to the overall success of our organization.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.