Description
In this opportunity as Service Delivery Manager, you will manage the support and consulting services engagement with assigned clients using C-Track solutions in a production environment, providing stabilization services and ongoing production support.
Key responsibilities include:
- Executing, managing, and delivering on service level agreements with assigned client(s)
- Building and maintaining effective relationships internally and externally
- Balancing client advocacy with business goals to deliver the best value solution for the client(s)
- Being accountable for customer satisfaction within assigned client(s)
- Following up to monitor satisfaction and responding to additional requests or problems quickly
- Developing a strong understanding of product offerings and how they align with customer requirements
- Utilizing best practices to guide service delivery outcomes
- Coordinating with groups who test, validate, and evaluate new applications and functions
- Understanding corporate goals and practices and applying them when resolving problems
- Ensuring operational requirements, standards, and best practices are factored into plans
- Contributing to ongoing refinement and development of operational requirements or standards
- Traveling as needed (10-20%)
The ideal candidate will have:
- A Bachelor's Degree in a related field
- 2+ years of experience in a service delivery management role
- Ability to interact professionally with a diverse group, including executives, managers, and subject matter experts
- Knowledge in key areas of responsibility, such as service delivery management, business process/business operations management, and customer service
- Highly organized with problem-solving, troubleshooting, prioritization, time management, risk management, escalation, and analytical skills
- Ability to work with virtual teams to successfully deliver service
- Experience with managing technical policies associated with the software development lifecycle
- Excellent written and verbal communication skills
Preferred qualifications include:
- Ability to work Hybrid
We offer a comprehensive benefits package, including:
- Flexibility & Work-Life Balance: Flex My Way, a set of supportive workplace policies designed to help manage personal and professional responsibilities
- Career Development and Growth: Grow My Way programming and skills-first approach
- Industry Competitive Benefits: comprehensive benefit plans, including flexible vacation, two company-wide Mental Health Days off, access to the Headstock app, retirement savings, tuition reimbursement, and employee incentive programs
- Culture: globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more
- Social Impact: opportunities to make an impact in the community with our Social Impact Institute
- Making a Real-World Impact: helping uphold the rule of law, turn the wheels of commerce, and provide trusted, unbiased information to people all over the world