Support Delivery Manager II

Are you passionate about ensuring customer success in innovative cloud and AI Technologies?

Does solving complex cloud infrastructure challenges motivate and excite you?

Join our Support Delivery Services Team!

Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We work to understand our customers 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 are a part of our premier, strategic customers’ success journey, maximizing their customer support advocacy experience. You will be an advisor, influencing services and product experience, with an adaptable and optimized account support & service strategy. You will use your analytical aptitude to guide efficiencies and deliver service improvement plans (SIPs).

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

• Owning accounts by developing partnerships with stakeholders, leveraging Akamai Core Compute, Edge Compute, Cloud Security & Delivery solutions
• Collaborating with product, engineering, support, and professional services teams to resolve challenges and advocate for customer needs
• Leveraging a data driven approach to build Service Improvement Plans (SIPs), focusing on improvement and efficiency
• Identifying and escalating risks, driving problem prevention with Support Services, Professional Services, and Products teams
• Managing key performance metrics to mitigate risks prior to customer milestones and influencing adoption of best practices
• Influencing roadmaps and improvements to advocate business benefits through extensive technical expertise across an expanded product portfolio
• Being a subject matter expert and serving as an advocate to deliver, support, and manage Akamai solutions

Do what you love

To be successful in this role you will:

• Have 12 years of experience and a Bachelor's degree in Computer Science, Engineering or Management Information Systems or its equivalent
• Have experience working in account management or customer success role in a cloud infrastructure, application hosting, networking, security or modern compute environment
• Posses knowledge of AI inferencing, generative AI technologies or emerging agentic AI use cases and architectures
• Have experience of analyzing data to inform continuous process improvements
• Have basic understanding of networking, cloud security, WAF and internet protocols such as DNS, HTTP and TCP/IP
• Have proven success building trusted relationships and stakeholders ranging from executive leadership to technical teams
• Demonstrate strong communication, presentation and consultative problem-solving skills
• Have experience with Akamai Cloud Computing, Linode, Kubernetes, containers, APIs or modern application platforms is a plus

Build your career at Akamai

Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.

With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.

Learn more

Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.

Compensation

Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from CA$115,100 - CA$207,100/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.