Service Delivery Manager

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USAN is hiring a Service Delivery Manager to be responsible for managing customer service delivery to meet service level agreements and ensure customer satisfaction. You will help our customers solve complex problems faster and avoid unplanned downtime while reducing costs and adding value through advocacy, process improvement, and communications.

The ideal candidate will exhibit strong leadership skills and ownership of the expectations and deliverables of the Operations Support Group. The Service Delivery Manager must be customer-oriented with excellent communication and presentation skills. You will ultimately responsible for ensuring that customer’s expectations are met through close interaction with the customer and support groups delivering their service.

Job Duties

Manage and monitor customer SLAs
Manage and monitor OLA
Serve as the first level escalation point of contact for escalated customer issues
Direct and coordinate activities of technical resources for infrastructure an support-related change and project activity
Plan, assign, and direct work
Address complains and resolve problems with internal and external customers
Drive continuous service improvement and cost reduction efforts
Ensure that systems, processes, and methodologies are specified to ensure effective monitoring, control, and support of service delivery
Deliver a high level of customer service through a positive customer-focused attitude
Facilitate vendor and customer service review meetings
Manage high priority incidents, conduct lessons learned, and implement remediation plans
Ensure team Change Management compliance

Basic Qualifications

3-4 years of demonstrated customer management and project coordination experience with a strong background in voice and data communications support
Bachelor’s degree or four years of client-related client management and project coordination experience
Demonstrated experience using Excel, PowerPoint and Word to document procedures
Strong interpersonal and negotiating skills with the ability to take initiative and work independently
Outstanding customer service skills and a dedication to improving the customer service experience
Excellent written and verbal communication skills with the ability to write reports, business correspondence and procedure manuals and present information to groups of managers, clients and customers

Preferred Qualifications

Strong understanding of networking and telecommunications, i.e. Cisco routers, switches, IXCs, Telco, Unix TCP/IP, sniffer, HP Openview, Concord NetHealth, NetCool, etc.
Ability to work well with a team in a fast-paced, constantly changing environment
A positive work ethic and ability to multitask and meet specific goals/deadlines
Strong organizational skills

Job Benefits

Competitive compensation program
Outstanding benefits package (including medical, dental, vision and life insurance)
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions