Service Delivery Manager

hace 2 meses

Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo

Job Summary:

Anthology Inc is seeking a highly skilled Service Delivery Manager to join our Customer Services team. As a key member of our team, you will be responsible for delivering exceptional services to our customers, providing superior level of customer support, project management, communication, and documentation.

Key Responsibilities:

  • Act as the central point-of-contact for a small set of customers, maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment.
  • Troubleshoot product and managed hosting environment issues, issuing workarounds and solutions.
  • Manage cases via daily queue and workload management, handling escalations.
  • Liaise with internal teams who deploy, configure, and maintain customer environments within Managed Hosting.
  • Conduct systems audit and analysis on the performance of the customer's Managed Hosting environment.
  • Provide second level support and escalate software defects to Product Development.
  • Foster a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case.
  • Undertake technical and departmental projects as assigned.
  • Maintain and drive strong process and policy adherence.
  • Coordinate and facilitate regularly scheduled project and status update meetings with customers.
  • Develop detailed planning, including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
  • Document and provide monthly reports to customers on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs, and other relevant materials.
  • Provide timely and detailed reports of infrastructure changes, service outages, or degradation of services; issue resolution reports.

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