Service Line Manager - Remote Eligible

Manager In Support Delivery

Are you passionate about cutting edge technology?

Would you like the opportunity to work in a high-impact role responsible for customer growth?

Join our team!

Akamai Technologies is a global leader in content delivery, cloud, and security services, enabling organizations to securely deliver digital experiences worldwide. With a focus on performance and security, Akamai's technology supports a vast range of industries in delivering high-quality, fast, and reliable online experiences.

Collaborate to deliver the best customer experience

You will work within the Advanced Technology Group, dedicated to enhancing customer experiences and supporting their goals in the EMEA region. As a Manager in Support Delivery, you will lead API Security professionals, oversee strategic accounts, and ensure customer success. Collaborating across teams, you will prioritize quality, drive innovation, and execute strategies to achieve customer satisfaction and sustained growth.

As a Service Line Manager, you will be responsible for:

• Managing your team to develop API Security Operationalization plans, maximizing the customer experience, product adoption and health scores.
• Assisting your team with key escalations and the production of best-practice blueprints for the portfolio of customers.
• Measuring effectiveness of TAMs, SAs, and TPMs, ensuring the team delivers on Key Operational metrics, including Operationalization Metrics & Adoption.
• Creating cadence for review within the team to drive premier programmatic Customer Success practices.
• Increasing the lifetime value of Customers through focused advocacy and reference-ability.
• Ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
• Assessing the interactions with our top customers (product performance, depth, and breadth of usage, Support experience).

Do what you love

To be successful in this role you will:

• Have relevant experience supporting clients & creating service/support strategies.
• Understand internet technologies and/or cloud architecture.
• Understand Cybersecurity, APIs and challenges with Security Products.
• Have experience of leading a cross-functional team to successfully deliver projects and revenue targets.
• Show familiarity with supporting and managing large, global customers & creating service and support strategies.
• Be able to show an understanding of working with financial forecasting and operational metrics.

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 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.

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!