Service Delivery Manager

Industry: Consulting

  •  

5 - 7 years

Posted 340 days ago

Job Description

Summary

The SDM will be the primary liaison between their assigned customers and the MSSC. Responsible for overall customer satisfaction and retention for maintenance and managed services contracts. Owns escalations for critical issues. Provides reporting, analytics and consulting. Develops and manages communication strategy. Facilitates Root Cause Analysis and ongoing improvement activities related to major incidents. Provides guidance and leadership to Account Service Teams on customer related issues and activities. Participates in account planning and lead generation with the sales teams. Coordinates and communicates contractonboarding activities with the account service teams and MSSC leadership team.

Essential Functions

  • Owns escalations for critical issues
  • Provides reporting, analytics and consulting
  • Develops and manages communication strategy
  • Facilitates Root Cause Analysis and ongoing improvement activities related to major incidents
  • Provides guidance and leadership to Account Service Teams on customer related issues and activities
  • Participates in account planning and lead generation with the sales teams
  • Coordinates and communicates contractonboarding activities with the account service teams and MSSC/C1E leadership team
  • Mentors others and provides the primary escalation point for assigned SDMs
  • Provides feedback on work activities
  • Ensures responsibility for:
    • Customer satisfaction
    • Relationship Management (Client & Sales Team)
    • Contract Renewals/Customer Retention
    • Customer Communication Strategy
    • Contract/Engagement Management
    • Account Planning
    • Coordination of Contract Onboarding

Required Qualifications

  • Bachelor's degree (BA or BS); candidates may have a high school diploma with minimum 3years of direct report management and customer relationship management experience for mid-size organization
  • 3+ years of experience in Maintenance and/or Managed Services customer relationship management (Line, Management & Executive)
  • 5+ years Cisco Contact Center / Unified Communications experience preferably in a support role.
  • Ability to work across organizational boundaries to solve complex business issues
  • Strong technical aptitude & the ability and willingness learn new technology solutions
  • Demonstrated ability to lead complex (matrix) project teams to deliver results
  • Superior negotiation, coordination, and conflict resolution skills
  • Strong analytical, interpersonal and relationship building skills
  • Strong work ethic and personal drive to excel
  • Exceptional organizational skills and attention to detail
  • Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
  • Ability to analyze complex information system data
  • Ability to adapt to change quickly and multi-task
  • Must possess excellent oral and written communication skills in English
  • Proficient in MS Office applications (Word, Excel, and PowerPoint)

Desired/Preferred Qualifications

  • 3+ years of experience in large account service management with a focus on: Telecommunications, Unified Communications, Contact Center or othertechnology related Managed Services ( ExperiencePreferred)
  • Technical Certifications (Cisco, Microsoft, etc.)
  • Certifications in Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
  • Advanced proficiency with Excel & Data Analytic Tools

Supervisory Responsibility

None

Travel
Less than 25%

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

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