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Service Delivery Specialist

Primary Location: Heredia,Heredia

Additional Location(s):

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The Elevator Pitch: Why will you enjoy this new opportunity?

This role is responsible for enabling processes, software changes, and new technologies in a way that improves and enhances VMware colleagues’ experience.

You love the pace of change in technology and enjoy translating tech-speak for mortal consumption.  You delight in using your talents in written and verbal communication to engage, connect, and understand the needs and business requirements of colleagues around the globe. You enjoy creating training that matches the level of change and designing participative meetings where all voices are heard. You work with feedback to identify and address opportunities to improve.

You have a passion for customer service, are familiar with the technical support ecosystem, and you are innately people centered, always mindful of their experience. You want to be part of a team committed to making technology changes easier for colleagues around the world, and ensuring they get the most value from the corporate toolset. You enjoy a fast pace, working with a kind and close-knit yet distributed team and appreciate integrity in your colleagues and company. You like to get things done.

What is primary need, technical challenge, and/or problem you will be responsible for? 

You communicate and train others in technology changes, help consistently evolve and evaluate CET’s focus on colleague experience for 42,000 people around the world. You assist in preparing our global colleague support team by evaluating new projects, anticipating Support impact, and preparing them to help colleagues use new tools and technologies. This may be in the form of job aids and readiness content creation, facilitating new product demonstrations or communicating across multiple organizations. You also participate in continuously reflecting on our work and evaluating our success using colleague feedback and ticketing data.

Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing? 

Complete training in corporate brand and writing standards and build relationships with our business partners. Pair with Service Delivery leads on work in flight to learn current processes of preparing Colleague Support teams, communication and training practices. Help develop and experiment with new support team readiness and enablement activities. Collaborate with internal business partners to update standard colleague success reporting templates and processes.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? 

  • As a remote team member, you’ll connect, collaborate and consult with project managers, change managers, and service owners through a number of virtual collaboration tools.

  • As a Service Delivery team member, understand how support works, create relevant delivery guidance, processes, tools requirements, job aides and readiness content to enable the best colleague experience, making it easy for Support team members to find answers to questions and solve problems with minimal delay for the VMware colleagues they serve.

  • Collaborate with owners of feedback loops to consider new ways to evaluate success and identify opportunities for improvement. Facilitate meetings to review progress.

  • Spend time learning VMware’s collaboration products and extending your professional skills. We want you to be curious, learning both from team members and individual study.

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager is Julia Gregson, Senior Manager in Colleague Experience and Technology. Her expertise in people-centered change and leadership has been built over 25 years in technology, from the front lines in desktop, server, and hosted email administration to enterprise helpdesk management, mergers and acquisitions program management, global communications, and services operations. She enjoys travel and photography and is also a Gallup Strengths coach who loves helping people achieve their career goals. The team is composed of four change management professionals and three other service delivery experts.   

*** This role is flexible and can be done from home, in an office, or a combination of the two anywhere in Costa Rica.

Eventually, post-pandemic they will be expected to work onsite 1-2 days per week***


What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting

  • Employee Stock Purchase Plan

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

  • Generous Time Off Programs

  • 40 hours of paid time to volunteer in your community 

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.

Category : Engineering and Technology
Subcategory: Network Engineering
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-04-06

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Job ID: R2105772
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