Associate Service Delivery Manager

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

📋 Description

• Facilitate the onboarding process for new Managed Services clients and manage internal coordination activities.

• Conduct internal meetings and customer kickoff sessions.

• Gather and maintain customer details, contacts, documentation, and service information.

• Monitor onboarding tasks and escalate any delays or risks as necessary.

• Act as the primary service delivery contact for designated customers on a daily basis.

• Oversee service issues, requests, and escalations.

• Collaborate with support and operational teams to address customer-impacting challenges.

• Maintain consistent communication with customers and foster trusted relationships.

• Prepare meeting agendas, document action items, and ensure follow-ups are conducted.

• Keep customer records updated in ServiceNow and other necessary systems.

• Manage inquiries related to billing, licensing, consumption, service credits, and contracts.

• Supervise renewals and coordinate renewal processes with Sales, customers, and internal teams.

• Recognize customer needs and potential service opportunities.

• Aid in customer retention by resolving service concerns and outstanding issues.

• Identify recurring issues and suggest process improvements.

• Engage in service enhancement initiatives and implement best practices.

⛳️ Requirements

• 1–3 years of applicable experience.

• Associate's degree or equivalent work experience and/or military background.

• Strong orientation toward customer service.

• Excellent organizational and follow-up capabilities.

• Ability to juggle multiple customers, tasks, and priorities concurrently.

• Clear and professional written and verbal communication skills.

• Capability to work effectively with technical, operational, sales, and customer teams.

• Proficiency in recognizing when an issue needs escalation and engaging the right resources.

• Strong attention to detail and dedication to maintaining accurate customer records.

• Willingness and ability to learn about cloud technologies, CSP services, IT service management, and managed services operations.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations available for individuals with disabilities.

• Priority referral consideration for veterans.

• An inclusive workplace dedicated to hiring candidates from diverse backgrounds.