Delivery Manager II

Do you enjoy working with customers and supporting them with your expertise? Would you relish the opportunity to take ownership? Join our SDM team

Support Delivery Managers (SDMs) accelerate customer value and retention through proactive support advocacy and strategic partnership. They bridge customers, support, and internal teams to anticipate risk, drive accountability, and enable long-term customer success.

As a Support Delivery Manager, 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 and proactive support on product adoption. You will also manage customer escalations and service incidents.

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

• Taking ownership of strategic accounts while acting as a trusted advisor across business and technical domains to drive satisfaction.
• Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers
• Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication
• Collaborating with technical and business 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
• Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations

To be successful in this role you will:

• Have 10+ years of experience in customer support, service delivery, or technical account management roles
• Have experience working in account management or customer success in a technical environment or In technical support
• Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery
• Demonstrate excellent understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and core security or compute fundamentals.
• Demonstrate aptitude for building trusted relationships with customers across various levels
• Demonstrate stakeholder management, influence, and cross-functional alignment skills to drive change and ensure successful outcomes.
• Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences

Flex Base, 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. Flex Base, gives 95% 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.

Learn () what makes Akamai a great place to work

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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.

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.

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.

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!