Service Delivery Manager
We're looking for a candidate to fill this position in an exciting company in The Online Media Sector. Work in partnership with the customer to develop and drive customer service improvement plans. Review and report any service delivery failures or customer issues.
Schedule customer maintenances and ensure appropriate quality checks have been completed. Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as leading best practice efforts within the same environments. Ensure appropriate documentation is in place for specific support requirements.
Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement. Effective communication and negotiations skills at all levels, from front line engineers to executive level along with the ability to influence a client. Must be able to show good judgment skills and the ability to put the customer first.
Experience managing advanced enterprise customer situations relating to Support and System availability. Experience with case management ticketing systems, workforce management programs a plus. Knowledge of common support center metrics and ability to manage teams to key performance indicators.
Ability to work in a highly-collaborative team environment. Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices. Must be able to communicate fluently in English (written and oral).
Commercial and business acumen is an asset..