Service Delivery Manager
hace 1 semana
Service Delivery Manager
The Service Delivery Manager is responsible for ensuring the successful operation of service delivery across the assigned area of responsibility. This role requires strong process management skills and the ability to actively assist in the management of daily activities.
Key Responsibilities:
- Drive critical service calls to solution, coordinate resources, and report to customers and management.
- Create and submit daily reports, including critical account reports and aged-open call reporting.
- Act as a liaison between customers, partners, and field engineers for service incidents that require immediate attention.
- Participate in escalation management and drive the escalation process for all calls.
- Assign contracted employees to open incidents as needed.
- Quote and process time-and-materials incidents to ensure accuracy.
- Provide performance feedback to area vice presidents on field engineers.
- Document procedures in all departments, including repair operations and system upgrades.
- Utilize reporting tools to measure organizational effectiveness and develop corrective action plans.
- Deliver reporting utility demos for new customers and participate in after-hours rotations as the area escalation manager.
Requirements:
- Minimum four years of experience in customer service, computer, or technical field.
- Proven track record in solving technical problems across geographies and constituencies.
- Industry experience in data center environments is preferred.
Travel: 10%
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