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Service Delivery Manager
hace 2 meses
We are seeking a highly skilled Service Delivery Manager to join our team at Anthology Inc. As a key member of our Customer Services team, you will be responsible for delivering exceptional services to our customers worldwide.
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 to determine the problem root-cause(s); issue workarounds and solutions.
- Manage cases via daily queue and workload management and handle 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.
- Fluency in written and spoken English at CEF B2 level or above.
- Strong knowledge of Linux.
- 2-5 years of product/project management responsibility, envisioning, and defining new products and features.
- Quality-conscious with attention to detail in documenting, handling, and tracking technical issues.
- Trained in product and/or project management best practices and procedures.
- Understanding of Internet application technologies, including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security.
- Excellent interpersonal communication skills.
- Strong, self-motivated team player who excels in customer service.
- Professional demeanor with the ability to establish and maintain effective business and customer relationships.
- Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment.
- Bachelor's degree in Computer Science or Information Systems.
- PMP and ITIL or equivalent certification.
- 3 or more years of experience in technical support of applications in a Linux environment.
- Knowledge of online Learning Management Systems.
- Experience managing customers in a hosted environment.
