Service Delivery Manager

This is a highly customer-focused, detail-oriented position.

SDM will serve as the primary contact with the customer and on a regular basis providing status of processes/metrics for the delivery of services.

Deliver Effective onboarding experience for new/existing Customers and other ad-hoc internal / customer projects

Drive positive customer sentiment through go-live experience and Create referencable customers

Ensure accurate and timely gathering/documentation of all information needed to support the Customer.

Coordination and scheduling of onboarding resource, leads or any other resource as required for timely completion of Onboarding, projects, etc.

Work with data analyst to assemble and analyse service/support data to provide/share regular monthly customer reports. Analyse data to help customers identify and mitigate any risks associated with service delivery.

Set up Quarterly Business reviews (QBR) with Customer’s Key decision Makers and Kaseya Account Manager.

Lead / Set up recurring Schedules for meeting/call as touch points with all customers.

Lead / Set up recurring/adhoc internal cross team/functional meeting/call to address any customer feedback/issues, ie. cross-collaboration between NCA sales, AM’s, Sales Specialist, Billing Ops, PS, Support Mgmt Team, and internal team members.

Will be single point of contact for Customer Escalation and its resolution.

Reviewing and managing Effective Hourly Rate Analysis, deep dive and corrective follow up actions if any and -

Share the Numbers with Service Team Leadership – Gets everyone on the same page

Formal Deep Dive into Specific Accounts – Any account in the red, try to identify the main issues causing the poor numbers

Operational Improvement Opportunities – Identify areas of operational improvements and assign out execution and ensure its successful completion

Upsell or Cross Sell Opportunities – Review opportunities to upsell/cross-sell services, once identified work with AM to initiate further step on successfully closing the opportunity

Required skills/relevant experience-

Excellent Communication, Customer Service, project management and time management Skills required

Ability to work independently with little to no supervision

Willing to work in 24x7 / 365 work environment/ night shifts.

Overall work experience of at least 12 years and 3-5 years of experience in service delivery / client facing roles.

Experience working in IT Infrastructure service management and operations setup.

Good technical background, working on remote infrastructure support