Associate Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Managed Services personnel to fulfill customer deliverables, support operational tasks, monitor service performance, and ensure account metrics are met.

• Oversee tasks to guarantee prompt resolution and alleviate impacts on business or customers.

• Enhance Customer Success through Managed Services Programs and Verint Solutions by engaging proactively, executing operations, and optimizing services continuously.

• Work in partnership with the offshore Command Center, Customer Support, Professional Services, Cloud Operations, and Account Executive to meet account requirements.

• Organize service requests, track operational outputs, and ensure compliance with agreed service commitments.

• Recognize opportunities for service improvement and lead initiatives to boost customer satisfaction.

• Collaborate with customer stakeholders to prioritize operational enhancements and service improvements.

• Identify areas for process enhancement and propose constructive changes.

• Participate in regular operations meetings and drive initiatives forward.

• Contribute to service quality and adherence to processes while spotting opportunities for improvement.

• Partner with Verint teams to onboard new clients and operationalize services.

• Utilize Jira boards for managing sprint activities, work intake, prioritization, and tracking delivery.

• Execute and coordinate platform controls, including health checks, service verification, provisioning reconciliation, and operational compliance reviews.

• Assist with the administration and configuration of Verint Financial Compliance (Verba) solutions, encompassing user provisioning, account management, reporting, workflow administration, archiving, supervision capabilities, and user interface support.

• Establish and maintain relationships with Customer Support, Product House, Sales, Professional Services, and other support functions.

• Engage with Product House, remain informed on new products and technologies, and escalate issues as per the established process.

• Report critical accounts and issues to senior management along with recommended next steps for resolution.

⛳️ Requirements

• A Bachelor’s degree in Engineering, Computer Science, Information Technology, or equivalent professional experience.

• At least 3-5 years of experience in Enterprise Managed Services, Cloud Services, or Product Support related to applications and/or telephony integrations and computer networking.

• Confidence in learning new technology platforms and a proven ability to work collaboratively with cross-functional teams across various offices and regions.

• Capability to excel in a fast-paced, dynamic work environment.

• Excellent written and verbal communication skills.

• Ability to manage tasks based on established priorities, multitask effectively, and meet deadlines.

• Willingness to work outside local business hours and on weekends as required by shift assignments or account needs.

• Proficiency in identifying, troubleshooting, and assisting in the timely resolution of technical issues.

• Successful completion of the background check process, including employment, education, criminal convictions, OFAC, SS Verification, and credit, where applicable and in compliance with federal and local regulations.

• Preferred knowledge of Verint Financial Compliance (Verba).

• Knowledge of distributed web applications and architecture, Database Administration, CRM packages, Voice Loggers, Call Center Quality Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, and Azure is preferred.

• Customer service experience in supporting large global Enterprise Customers is preferred.

• Experience as a dedicated customer-facing resource supporting managed service operations and service delivery activities is preferred.

• Experience in coordinating operational tasks across technical, support, and customer stakeholder teams is preferred.

• Demonstrated ability to build trusted relationships with customer stakeholders while fulfilling service commitments is preferred.

🏝️ Benefits

• A global team celebrated for their enthusiasm and innovation.

• An innovative product culture and exposure to various projects.

• Training and development from industry-leading experts.

• 401(k) plan with company matching.

• Medical, dental, and vision insurance coverage.

• Disability and life insurance options.

• Flexible Paid Time Off (PTO).

• Paid holidays and parental leave.

• Tuition reimbursement opportunities.

• Competitive market pay and benefits based on candidate skills, experience, and qualifications.

• Comprehensive benefits tailored to various life situations and needs.

• Opportunities for career advancement.

• A balanced work-life environment.

• An equal opportunity workplace.

• Reasonable accommodations in the application process for eligible applicants with disabilities.