Service Delivery Manager

8 hours ago

Johannesburg, South Africa Genesys Full time

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Service Delivery Manager will be a vital member of the Genesys EMEA Customer Success and Services team as she/he will be responsible for the Development and Execution of our Managed Services offering. The operational service delivery is a vital element of our overall Experience as a Service promise and is offered to our key customers. The role and service include coordinating service delivery, monitoring managed service performance, status and profitability, coordinating delivery resources, managing client expectations, and continuously improving the OSM processes next to the overall Strategic development of the actual offering.

You will be the primary interface both internal as with our active customers around our OSM offering. From that interaction, we expect solid client's business insight and a way to establish inroads into the organisation of the account to increase Genesys visibility and be responsible for all Genesys personnel incl. sub-contractors working on the engagement.

Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as the Service Delivery Manager, you will be in the forefront.

The primary responsibilities for this role include (but are not limited to):

1. Manage client relationships: The Service Delivery Manager will be responsible for maintaining relationships with Genesys Operational Service Management customers and ensuring their needs are met and provide regular updates on service delivery and respond to client inquiries and concerns.
2. Coordinating service delivery: The Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different Genesys engagement teams to ensure that services are delivered in a timely and efficient manner. The role will entail managing all aspects of the Managed Service and DevOps, including day-to-day leadership of the delivery team risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting status, and assisting in tracking and resolving issues as the first escalation point.
3. Monitoring service performance: The Service Delivery Manager will, in collaboration with the Customer Success Manager, track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
4. Ensuring compliance with service level agreements and maintaining budget: The SDM will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards. They will also be responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
5. Continuously improving processes: Service Delivery Managers will continuously evaluate the Operational Service Management process and improve the processes to ensure that services are delivered efficiently and effectively.
6. Achieve customer satisfaction goals.
7. Next to the Operational execution; take responsibility to further develop and evolve the OSM service offering in alignment with our corporate services strategy.
8. Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
9. Maintain quality relationships between our clients, strategic partners and/or third-party providers.
10. Generate incremental license and services revenue through direct customer contact.
11. Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
12. Very good verbal and written skills in English are mandatory, an additional major language (such as French, German, Spanish) would be an advantage.
13. 3+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.
14. Proven IT Service Delivery Management experience.
15. University degree in Engineering, Economics, Management or equivalent would be an advantage.
16. Understanding of ITIL V4 standards, and specifically ITIL Service Delivery, ideally with an ITIL 4 Managing Professional (MP) Certification.
17. Has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.
18. Full understanding of Contact Centre Market and the Cloud enablement we play in.
19. Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
20. Ability to work unsupervised and in a proactive manner.
21. Proven ability to work under pressure both within a team and on your own.
22. Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
23. Full clean driving license.
24. Project Management Certification, e.g. Prince2, PMI.
25. Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.

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