Service Delivery Manager

Overview

Damovo has an exciting opportunity for a Senior US based Service Delivery Manager to support our Global customers. This position will be responsible for overseeing the service delivery of our customer’s Unified Communications production and test environments whilst ensuring the timely delivery of projects to maintain existing systems and to introduce new and improved technologies and services. This role will lead multi-disciplined teams in implementing and operating technology. A broad range of technical skills in managing a diverse operational environment with a focus on customer service and partner liaison is essential.

Key Responsibilities

• Responsible for the delivery and development of contractual services and service concepts for our customers
• Leading a team of engineers supporting existing clients and designing/implementing projects for current and new
• Leading service review meetings
• Creating and presenting agreed KPI reports
• Supporting the sales organization in the development of services to the customers
• Embedding and driving compliance with policy and standard operating procedures
• Ensuring maximum value from service contracts including partner performance
• Supporting and documenting the delivery model
• Delivering change control and request management processes
• Providing service management support to customers

Experience and skills required

• 10 years minimum of proven experience in a Service Delivery role within a Unified Communications environment
• Educated to degree level or relevant experience
• Excellent communication skills necessary for clear communication of technical concepts to customers
• Hugely customer orientated with the ability to work on own initiative
• Goal and service-oriented with a sales approach
• Technically articulate with a good knowledge of infrastructure and systems and the integrations between systems as they would apply
• Willingness to learn new subjects and present these to customers
• ITIL certified professional desirable

As this is a global role candidates must be flexible and be willing to travel to attend various customer meetings/presentations when required.

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