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

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