Service Delivery Manager - Ciudad de México - Avaya

Avaya

Empresa verificada

Ciudad de México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

About Avaya:

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services.

We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers.

Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We're focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do.

The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren't just focused on customer experience, we also prioritise the employee experience, and we work hard to engage and empower our people throughout their career with us.

We're seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya

About the Opportunity:

The Service Delivery Manager (SDM) acts as a designated or dedicated liaison between Avaya Services and assigned customers where there are contractual obligations in place to provide support services.

The primary role of a SDM is that of customer advocate. The SDM is responsible for understanding customer support needs and ensuring the appropriate Avaya support team engages.

In addition, the SDM manages support escalations to meet Avaya's agreed Service Levels with a key component being customer satisfaction.

Managing the daytoday work of the support delivery team in accordance with contracted terms
Ensuring customer Service Levels are met
Escalating support issues and owning the issue to resolution/restoration
Developing and presenting Root cause Analysis reports to customers for review
Monitoring, measuring, and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
Engaging with account managers and other stakeholders on services readiness
Coordinating delivery resources and ensuring that qualified resources are in place to meet client support requirements according to plan
Managing relationships between delivery resources daily, including contractors, site staff, local field service, engineering, and supplier groups
Conducting and participating in readiness reviews, service reviews and satisfaction reviews including open incidents and stewardship trending
Supporting transition of projects from the delivery readiness team to the Day2 support delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating crossgeographic resource alignment
Managing risk and impact of Customer change requests and identifying service implications
Managing the product lifecycle of Avaya components in the customer's environment

About You:

EXPERIENCE

Minimum IT or Computer Science Bachelor's Degree or equivalent
ITIL Certification or Project Management experience preferred.
Previous experience with Avaya or knowledge of Avaya portfolio is highly beneficial
Proven Service Delivery experience
Demonstrable Communications industry or IT Networking background

SKILLS & COMPETENCIES

Excellent English verbal and written communication skills
Excellent project oversight and resource management skills
Strong MS Office skills
Key understanding of the 'voice of the customer'
Excellent business acumen, not specifically ITfocused
Ability to work cross functionally as required to deliver against customer expectations
Ability to drive customer satisfaction and net promoter scores higher
Ability to effectively communicate both laterally and vertically within both the customer environment and Avaya
Available 24x7 for escalation management

ADDITIONAL INFORMATION