At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

As a Service Delivery Manager, you will become an integral member of our Support team, leading the relationship within F5 and between the customers operational and leadership groups. You are encouraged to continually develop and strengthen the relationships held to increase long-term partnerships through pro-active and personable interactions. We consider you as a leader within our teams and coordinate recourses' for a world class customer experience!

What will you do?

Establish Customer Loyalty:

• Be accountable for operational results of F5, particularly Customer Satisfaction, renewal and additional sales success.

• Work in partnership with the customer to develop and drive customer service improvement plans.

• Review and report any service delivery failures or customer issues.

• Ensure high customer satisfaction on all support related interactions by developing the team to the processes and standards outlined in our Quality Management System.

   

Communication Excellence:

• Handle customer interaction by coordinating communication internally and externally with various partners, advising issues to resolution.

• Develop presentation content, and demonstrate effective and engaging presentation skills for internal and external audiences

• Translate engineering deliverables into executive communication and lead situations when they go off track.

• Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence and account control.

   

Leadership & Teamwork:

• Effectively deliver Enhanced Services with Consulting and/or the Account Management work you're doing with terrific customer service.

• Have a growth mindset across how we work, how we help our customers. Bring innovation to the table day in / day out.

• Lead deployment and post-deployment relationship of Enhanced Services partnering with customers and potential partners.

• Be a point person for the customer and account team on items related to Support.

• Coordinate and chair weekly/monthly/quarterly service delivery meetings.

• Lead indirect reports in a dynamic and focused way.

   

Demonstrate Innovation to Deliver Results:

• Analyze data to develop a Service Delivery Plan for each customer to ensure outcomes are measurable.

• Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as leading standard methodology efforts within the same environments.

• Ensure appropriate documentation is in place for specific support requirements.

• Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement.

   

Knowledge, Skills and Abilities

Provide effective communication and negotiations skills at all levels, from front line engineers to ex