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Service Delivery Technical Support Manager


London, UKM, GB

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About the Opportunity

The purpose of this role is to act as a liaison between Avaya Operations Services and our customers, to ensure customer satisfaction, and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for APCS scope being delivered to the customer.  They should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. We require someone who can work independently to support multiple clients with complex configurations, and who brings a strong technical understanding.


This role is working 5 days per week, on client site in London. Security Clearance is preferable, if not the successful candidate will be required to undertake and pass vetting prior to service start date.

Primary Responsibilities
  • Establish a relationship with clients for assigned accounts
  • Customer advocate and escalation point into service delivery team 24 x 7
  • Maintains awareness of all customer projects or changes
  • Lead critical client escalations
  • Conducts customer and management briefings concerning operational decisions, scheduling requirements
  • Partner on Billing Issues, Contract Requests, SOW issues, Up-sell opportunity, Entitlements
  • Service level agreement compliance assurance and reporting
  • Conduct operation reviews as defined in the contract
  • Develop presentation materials as required for both customers facing reports and internal leadership discussions
  • Provide technical guidance and support to Avaya Customer on the Avaya platform
  • Understand customer’s business needs and able to formulate solutions
  • Act as a point of escalation and assist in the resolution of technical issues
  • Run on a minimum of a monthly basis performance and billing reporting
  • Attend monthly service reviews with Avaya Customer and Avaya
  • Assist in support of planned maintenance
  • Resolving queries related to reports or system functionality
Key Experience & Skills Required
  • Knowledge of ITIL and ITSM, prefer at least foundations certification
  • Experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes highly desirable
  • Solid understanding of service delivery operations and processes
  • Proficient in MS Office applications
  • Prefer Telecom Experience and/or IT experience
  • Prefer working technical knowledge of Avaya platforms and capabilities  
  • Previous experience in a customer facing role
  • Previous experience in technical role
  • Ability to work across organizational boundaries to drive resolution
  • Avaya ACSS and Avaya ACIS
  • Substantial hands-on technical experience with Avaya Unified Communications products:
  • Avaya Communication Manager, System Manager, Session Manager
  • AES - Avaya Applications Ensablement Services
  • SBC - Avaya Session Border Controller
  • AAMS - Avaya Aura Media Server
  • Deep understanding of the CC environment and business need - Avaya Oceana, Analytics, Avaya Experience Portal, Callback Assist, Control Manager, Avaya Aura Device Services, Avaya Workspaces, Avaya Aura CC Elite, Verint Call Recording, Verint Workforce Management, Verint Engagement Management Avaya infrastructure: Pod-Fx, VMware, Cloud Data Centre services, networking infrastructure, 3rd party systems - F5 load-balancers
  • Understanding of networking concepts, topology and infrastructure, and of integration components
  • Strong documentation skills - reports, Visio, action plans, updating technical and functional documents etc.
Bachelor degree or equivalent experience

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).