Associate Service Delivery Manager

About the Role

The Associate Service Delivery Manager is responsible for supporting service delivery operations and coordinating technical teams to maintain and enhance service performance for a key customer account. This role contributes to operational success by managing daily activities, resolving issues, and driving service improvements, thereby ensuring customer satisfaction and service reliability.

About the Client

The organization operates in the technology services sector, focusing on delivering and managing enterprise software solutions, particularly for clients in the banking industry. It addresses challenges related to the operational management and support of technical applications, including workforce optimization and call recording, ensuring continuous service delivery and improvement for dedicated customer accounts.

Responsibilities

• Collaborate with Managed Services to execute customer deliverables and monitor service performance.
• Manage and resolve tasks promptly to mitigate business impacts.
• Engage proactively to support customer success and optimize services.
• Coordinate with off-shore and cross-functional teams to meet account needs.
• Serve as a customer-aligned resource for service requests and deliverables.
• Identify and lead service improvement initiatives.
• Suggest process improvements and participate in operational meetings.
• Support quality and process adherence within the account team.
• Assist onboarding of new customers and operationalize services.
• Use Jira to manage sprint activities and track delivery.
• Conduct platform control activities including health checks and compliance reviews.
• Administer and configure financial compliance solutions.
• Build relationships with support, product, sales, and professional services teams.
• Stay updated on new products and escalate issues as needed.
• Report critical issues and recommend resolutions to management.

Requirements

• Bachelor's degree in Engineering, Computer Science, IT, or equivalent experience.
• 3-5 years of experience in Enterprise Managed Services, Cloud Services, or Product Support.
• Ability to learn new technologies and collaborate across teams and regions.
• Strong communication skills.
• Effective task management and ability to meet deadlines.
• Flexibility to work outside regular hours as needed.
• Skills in troubleshooting and resolving technical issues.
• Successful completion of background checks as required.

Preferred Qualifications

• Knowledge of Verint Financial Compliance and related technologies.
• Experience with distributed web applications, databases, CRM, VoIP, and call center systems.
• Customer service experience with global enterprise clients.
• Proven ability in service delivery and managing cross-functional coordination.
• Track record of building trusted customer relationships.

Pay

Base salary starting at $82,000. Market competitive pay and benefits based on skills, experience, and qualifications.

Benefits

• 401(k) with company matching.
• Medical, dental, and vision insurance.
• Disability and life insurance.
• Flexible PTO and paid holidays.
• Paid parental leave.
• Tuition reimbursement.