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Service Delivery Manager

Date:  Jan 20, 2023
Location: 

Mexico City, MEX, MX

Requisition ID:  34073

About Avaya

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success. 
We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility. 
We aren’t just focused on customer experience, we also prioritise the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya

About the Opportunity

The Service Delivery Manager (SDM) acts as a designated or dedicated liaison between Avaya Services and assigned customers where there are contractual obligations in place to provide support services. The primary role of a SDM is that of customer advocate.  The SDM is responsible for understanding customer support needs and ensuring the appropriate Avaya support team engages. In addition, the SDM manages support escalations to meet Avaya’s agreed Service Levels with a key component being customer satisfaction. 

•    Managing the day-to-day work of the support delivery team in accordance with contracted terms
•    Ensuring customer Service Levels are met 
•    Escalating support issues and owning the issue to resolution/restoration
•    Developing and presenting Root cause Analysis reports to customers for review
•    Monitoring, measuring, and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
•    Engaging with account managers and other stakeholders on services readiness
•    Coordinating delivery resources and ensuring that qualified resources are in place to meet client support requirements according to plan
•    Managing relationships between delivery resources daily, including contractors, site staff, local field service, engineering, and supplier groups
•    Conducting and participating in readiness reviews, service reviews and satisfaction reviews including open incidents and stewardship trending
•    Supporting transition of projects from the delivery readiness team to the Day-2 support delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment
•    Managing risk and impact of Customer change requests and identifying service implications
•    Managing the product lifecycle of Avaya components in the customer’s environment

About You

EXPERIENCE

•    Minimum IT or Computer Science Bachelor’s Degree or equivalent
•    ITIL Certification or Project Management experience preferred. 
•    Previous experience with Avaya or knowledge of Avaya portfolio is highly beneficial
•    Proven Service Delivery experience 
•    Demonstrable Communications industry or IT Networking background

SKILLS & COMPETENCIES

•    Excellent English verbal and written communication skills 
•    Excellent project oversight and resource management skills
•    Strong MS Office skills 
•    Key understanding of the ‘voice of the customer’
•    Excellent business acumen, not specifically IT-focused 
•    Ability to work cross functionally as required to deliver against customer expectations
•    Ability to drive customer satisfaction and net promoter scores higher
•    Ability to effectively communicate both laterally and vertically within both the customer environment and Avaya
•    Available 24x7 for escalation management

ADDITIONAL INFORMATION

•    Full time role servicing Avaya Global Customers.
•    Willingness to work in a 24x7 environment.

EDUCATION/QUALIFICATIONS

•    Minimum IT or Computer Science Bachelor’s Degree or equivalent
•    ITIL Certification or Project Management (PMA Certification) experience preferred. 

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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).

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