About the role
About BEES
Join us to build the future of B2B commerce!
BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely.
At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow.
Every line of code and every partnership is built in service of a single mission: to make commerce better for retailers and sellers around the world. Here, your work is not just important. It makes a difference!
About the Role
We are looking for a Service Delivery Manager to ensure a high-quality service experience for our strategic customers across digital products, applications, and platforms.
In this role, you will be the main operational point of contact for customers, working closely with Support, Engineering, Product, and Customer Success teams to ensure service reliability, resolve critical issues, and continuously improve customer satisfaction.
You will combine strong Service Delivery expertise with a customer-centric mindset, connecting technical operations with business needs and building trusted customer relationships.
What you'll do
- Own the end-to-end service delivery experience for strategic customers, ensuring service quality, reliability, and SLA compliance.
- Act as the primary operational point of contact, building strong relationships with customers and internal stakeholders.
- Lead the coordination of critical incidents, escalations, and crisis communication, ensuring timely resolution and clear communication.
- Collaborate with Support, Engineering, Product, and Customer Success teams to address operational challenges and drive improvements.
- Monitor service performance, customer satisfaction, and account health through key metrics and operational insights.
- Identify recurring issues, manage follow-up actions, and drive continuous improvement initiatives.
- Support Go-Live and Hypercare activities, ensuring operational readiness and a smooth customer experience.
- Conduct service reviews, communicate performance results, and proactively identify risks and opportunities.
What you’ll need
- Bachelor's degree in Computer Science, Engineering, Information Systems, Technology, or related fields, or equivalent professional experience.
- Solid experience in Service Delivery Management, Application Support, Technical Account Management, Customer Success, or Technical Operations.
- Experience managing enterprise customers and working directly with technical and business stakeholders.
- Strong knowledge of IT Service Management (ITSM), including Incident, Problem, Change, and Service Level Management.
- Familiarity with digital products, SaaS platforms, APIs, integrations, and cloud environments.
- Experience managing critical incidents, escalations, SLAs, and service performance metrics.
- Strong analytical, problem-solving, stakeholder management, and communication skills.
- Experience with tools such as Jira, JSM, and Confluence.
- Advanced English communication skills, both written and spoken.
- Experience working in Agile software development or product environments.
Nice to have
- ITIL certification or equivalent practical experience.
- Experience with B2B SaaS products, digital marketplaces, or global operations.
- Familiarity with AWS, Azure, observability tools, and data platforms.
- Knowledge of Customer Success metrics, such as CSAT, NPS, and Customer Health Scores
What We Offer
- Performance based bonus*
- Attendance Bonus*
- Private pension plan
- Meal Allowance
- Casual office and dress code
- Days off*
- Health, dental, and life insurance
- Medicines discounts
- WellHub partnership
- Childcare subsidies
- Discounts on Ambev products*
- Clube Ben partnership
- Scholarship*
- School materials assurance
- Language and training platforms
- Transport allowance
*Rules applied