The Service Delivery Managers at Tek Experts have a strategic role with a specific focus on the customers, making sure that all customer expectations are met and surpassed.
As a people business, customers are the backbone of our organization and keeping a high-level of customer satisfaction is key to our global, fast-paced growth.
As a Service Delivery Manager, you will be responsible for specific initiatives that will increase the customer satisfaction.
You will build and manage an end to end service operations team of 20-30 people and will be responsible for overall performance of the team in ensuring services are delivered on time and to the specified requirements.
You will act as a key business leader in both the local site and in global operations. As a point of contact for customers, delivery teams, and senior management, you will gain a broad perspective and experience of managing a global service.
Manage team to make sure that the best services delivery to customers
Training / coaching team members
Serves as a primary escalation point for operational issues in the team.
Delivery manager ensures that all targets and SLA’s are met.
Communicates all customer related issues to the support team.
Manages customer expectations.
Makes sure that support teams are meeting the goals and expectations that have been set with the customer.
Provides accurate and timely communication to all applicable parties on any customer support issue.
Takes ownership, reports and resolves any issues caused by support team.
Attends regular operational and business review meetings.
Monitors specific KPIs to ensure proper delivery of the business.
Participates in reviewing processes and workflow to diagnose areas for improvement.
Works with all parties involved on escalated customer support issues.
Assists in training of new processes, procedures, and tools.
Collaborates with HR and Operations departments on customer support issues.
Builds and sends updated reports to management team (Site Manager, Global Operations Manager, Office Manager, etc.) as required.
Serves as contact point for Customer’s Delivery Management.
Designs and improves business processes.
Handles, monitors, coordinates, and manages all escalated cases.
Proactively proposes improvement plans where gaps are noticed.
Any other additional task requested by the Supervisors.
Education and Experience
University / College degree
Minimum 5 years working experience, including strong experience in customer relationships position or similar
Minimum proven 1 year in team or people management
Basic knowledge in IT, fast learner in IT knowledge or software system
Preferred Skills / Qualifications
Experience in Customer care, Quality Assurance or IT (Problem-solving, analyzing information, multi-tasking) or any related field
Knowledge of Enterprise products and solutions including Exchange, SQL, SharePoint, Office 365, Azure and other Enterprise Solutions is a great asset.
Strong people management skills
Ability to communicate effectively with key partners
Strong customer services skills including negotiation, influencing, conflict handling etc.,
High-energy, passionate and has strong personal management skills
Strong phone, verbal and written communication skills along with active listening
Can communicate well in English for internal communication and training
Excellent communications in German / French / Russian / Spanish / Portuguese
What we offer
Provided training on IT, products, process for working in the USA for a period
Full insurance contribution, additional healthcare insurance in labor contract
Attractive salary and benefit
Company bus support at late night, mobile support
Professional and international working environment
Summer trip, year-end party, team building activities