JOB DESCRIPTION

The Service Delivery Manager will oversee and facilitate the implementation of services ordered by our customers. This role requires a unique combination of business acumen, technical expertise, and excellent communication skills. The Manager of the Service Delivery Team will play a crucial role in maintaining customer satisfaction and driving our company’s success.

Key Responsibilities:

• Manage Order Queues: Oversee all product and service order queues.
• Project Management: Ensure all tasks are completed and services are delivered in a timely manner meeting and/or exceeding our implementation service level agreement outlined in the service schedule.
• Cross-Functional Coordination: Align cross-functional teams to ensure services are implemented accurately and on time.
• Customer Communication: Conduct kick-off calls, set customer expectations and timelines for delivery. Obtain necessary information for successful service delivery.
• Order Completion Processing: Ensure service billing starts on the agreed-upon billing start date and customer communication of order completion happens.
• Sales Alignment: Collaborate with sales on pipeline management.
• Sales Support: Provide support to the sales team in a pre-sales capacity as it relates to products and services and the implementation process.
• Report Management: Manage the ‘booked but not billed’ and ‘churn’ reports on a weekly basis.
• SOP Adherence: Ensure all SOPs for service delivery are followed and documented. Update SOPs as necessary.
• Efficiency Improvement: Drive efficiency in the service delivery process. Find opportunities for and implement automation where possible. Collaborate with stakeholders to ensure SOPs are optimal. Define and track metrics to help measure efficiency of the team and SOPs
• Additional Responsibilities as Assigned by Manager

Required Skills and Experience:

• Project Management Experience
• Experience with VMware, Veeam, and Zerto
• Networking knowledge (TCP/IP, DNS, Routing, Firewalls, VPN, etc.)
• Vendor Management Experience
• Customer Service Experience
• Process-oriented and deadline-driven
• Excellent communication skills

Key Performance Metrics:

• Gross installed revenue per month (MRR)
• Gross annualized revenue installed per month (ARR)
• Net installed revenue per month (MRR) (Install minus churn)
• Monthly churn (MRR)
• Full churn
• Partial churn (e.g, termination of a service such as colocation or DRaaS)
• Downgrade (e.g., quantity change)
• Time to order delivery
• Time to order delivery by product (colocation and cloud)
• New logo
• Amendment