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Open Positions > Service Delivery Manager

Service Delivery Manager

Job Summary:

We are looking for an experienced Service Delivery Manager who ensures good customer relationships and improve the company's services to maintain customer satisfaction.  This is an important role, and the Service Delivery Manager will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The Service Delivery Manager should have strong technical troubleshooting skills additional to administrative skills to manage team performance. The main tasks of a Service Delivery Manager include managing high customer satisfaction, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team. The candidate should demonstrate strong leadership and teamwork skills. You should also demonstrate excellent communication & interpersonal skills. One of the key goal for the role will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.  To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques.  

Key Roles and Responsibilities:

  • Maintaining positive relationships with customers. 
  • Identifying customer needs and overseeing service delivery within the business context. 
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. 
  • Determining ways to reduce costs without sacrificing customer satisfaction. 
  • Assessing customer feedback and using your creativity to establish, improve, and refine services. 
  • Remaining organized and meeting deadlines. 
  • Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. Supervise day-to-day operations in the customer service department. 
  • Respond to customer service issues in a timely manner. 
  • Create effective customer service procedures, policies, and standards. 
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. 
  • Implement an effective customer loyalty program. 
  • Maintain accurate records and document all customer service activities and discussions. 
  • Has strong knowledge in Networking capabilities and troubleshooting. 
  • Able to achieve timelines as set by the Business. 
  • Interact with peers and/or management levels at a client, partner and within Vehere. 
  • Acts as main technical resolution point of contact for customer deployments/service issues. 
  • Manage customer’s expectations. 

Skills and Experience:

  • A Bachelor's degree. 
  • Minimum 5 years’ Experience in customer service leadership role. 
  • Excellent leadership and customer service skills. 
  • Strong teamwork skills and attention to detail. 
  • IP networking fundamentals and experience in the application of IP protocols as well as network analysis fundamentals and troubleshooting skills. 
  • Knowledge and deployment experience of network detection and response, network traffic analytics, network forensics, and DNS analytics solutions is preferrable. 
  • Experience with internet routing protocols; BGP, OSPF and MPLS 
  • Unix/Linux skills are important. 
  • Understanding SDN and Network Automation tools are huge plus. 
  • Problem solving abilities for recognizing technical issues and developing appropriate solutions. 
  • Proven ability to work creatively and analytically in a problem-solving environment. 
  • Good knowledge of Internet VPN-based technologies (IPSec, SSL) 
  • Good knowledge of Cloud technologies – AWS, Azure or Google cloud is a plus. 
  • Desire to work in an information system environment. 
  • Excellent communication (written and oral) and interpersonal skills 
  • Industry certifications desirable such as (CCNA, CCNP, CEH, CISSP, etc.) 
  • Bachelor’s degree in Business Administration or relevant field. 
  • Good understanding of management practices and techniques. 

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