Service Delivery Manager

Responsibilities

• Establish a trusted advisor relationship across the customer organizations - from Executive Sponsors to day-today contacts, to ensure customers derive value from UDT Services and Support.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that stem from UDT services.
• Partner with Customer Success and Account Managers to build success plans for customers that outline their critical success factors, metrics, and recommendations.
• Partner with various SPS technical teams to identify solutions to escalated issues.
• Supervise and facilitate the customers’ adoption of our solution features and their overall business needs as they relate to our products.
• Proactively generate, audit, and deliver various KPI reports outlining UDT’s KPI performance following customer delivery dates.
• Manage service requests to ensure full utilization of technical resources.
• Lead meetings with NOC and other management teams to address customer needs.
• Align customer business and technology needs through strategic recommendations
• Achieve/exceed annual customer satisfaction targets and other defined KPIs.
• Proactively address dissatisfaction and onboard feedback with the intent to immediately resolve.

  Qualifications & Experience

  • 5+ years of technical account management experience
  • 3+ years in ISP, Networking, or Telecom environments
  • 3+ years of experience communicating technical subjects to diverse audiences, including C-level stakeholders
  • 3+ years of experience aggregating data from multiple sources to prepare and deliver monthly/quarterly business reviews
  • 3+ years of experience creating reports and delivering presentations to various levels of stakeholders
  • In-depth knowledge of the Microsoft Office Suite, primarily Excel, Word, and Power Point
  • Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations
  • Knowledge of ConnectWise, MSPBots, and RMM Solutions, a plus
  • Proven track record working in driving customer adoption and retention
  • Experience handling renewal discussions as well as discovering and remediating signs of potential customer churn
  • Experience being self-sufficient and managing multiple accounts
  • Strong communication skills and technical aptitude