Service Delivery Manager

Who We Are

Jolera is one of the world’s largest and most successful privately-owned global IT Security and Solutions providers. As part of the Jolera team, you will be a member of a high-performance, innovative solutions environment where people are dedicated and focused on continuous learning and growth opportunities.

Jolera is an organization that encourages and supports ongoing training and development. We are comprised of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment.

Who You Are

We are seeking an energetic, passionate individual with strong communication skills and the ability to work collaboratively.

You are a self-starter who thrives in an environment of personal accountability and enjoys being part of a challenging outcome-orientated culture.

You want to build your career by digging into being a part of a high-performance team where there is an opportunity to up your game, share your knowledge, and work with some of the best in the business.

At Jolera we follow a customer first’ approach in an endeavor to provide The Ultimate Service Experience. The below attributes are necessary for the individual to succeed in the role of a Service Delivery Manager.

• Customer service oriented
• Leadership (lead by example)
• Strong interpersonal skills
• Detail oriented
• Strong influencer
• Collaborator
• Ability to build and manage relationships
• Strong communicator
• Solution-oriented
• Strong organizational, time management, and planning skills
• Ability to work under immense pressure
• Continuous improvement focus

What You'll Do

The following tasks form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below.

The individual will be provided with specific goals, objectives, and targets for each year; and these will be closely aligned with the organizational imperatives.

• Lead and manage a team of service desk and field services professionals across a geographically distributed footprint (multiple time zones)
• Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements
• Using personal / team resources and the customer’s engagement, ensure all reasonable attempts to process and close requests expediently and within SLA
• Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality
• Actively participate in escalation management, including after business hours and on weekends (as required)
• Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established processes
• Escalate high profile issues to the leadership team and the relationship manager(s) for appropriate handling and routing
• Ensure knowledge transfer of multiple systems and processes in order to enable team to troubleshoot problems
• Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified
• Ensure that the scheduled server updates and reboots are being performed 100%; and during customer blackout periods
• Schedule resources in a manner that provides adequate 24x7x365 trilingual coverage on the service desk
• Continually evolve and adjust schedules based on changing business and customer needs
• Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per the schedule
• Ensure that a statistically valid sample size of customer interactions are monitored and quality assessed. Ensure that the team members are provided with regular feedback on the same.
• Performance manage the staff through the score carding process
• Follow all other processes and quality standards as assigned by the Jolera leadership team
• Technical leadership of Tier 1 and Tier 2 teams; responsible for the training, coaching, competencies, and certifications of team members

Who You Are

• University degree or equivalent
• 5 years of previous supervision experience working in a technology / systems department directly supporting customers
• Demonstrated working knowledge of networking technologies and business applications
• Certification and / or equivalent demonstrated experience with MS solutions stack
• Strong overall communication skills and can make a significant contribution to Jolera’s success
• Generalized end-user training
• Understands the concepts of team building and can apply them
• Ability to communicate technical concepts and issues to non-technical individuals
• Demonstrated leadership
• Ultimately, the customer experience delivered by the service desk and the field services teams (globally) will be the responsibility of the Service Desk Manager.

As such, the incumbent will be held accountable to this mandate / expectation.

Service Delivery Manager Performance Requirements :

Aside from the day-to-day keep the lights on’ tasks, the Service Desk Manager will be held accountable to a set of performance metrics (outcomes of the tasks completed).

A summary of these metrics, with associated weights and scoring mechanisms, is defined as the scorecard.

The following four strategic imperatives define the success factors of Jolera and the Service Delivery Manager :

• Customer Satisfaction
• Excellence in Execution
• Fiscal Prudence
• Employee Engagement
Il y a 17 jours