Service Delivery Manager

TL;DR

Service Delivery Manager (SaaS): Managing existing Day 2 activities and overseeing day-to-day operations, performance, and governance for hirify.global Managed Services customers with an accent on ITIL-based Service Transition and Service Operations. Focus on incident management, change management, service reporting, and governance.

Location: Remote (United States). This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

Salary: $57,600 - $151,700 USD

Company

hirify.global is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

What you will do

• Serve as the primary point of contact for hirify.global Managed Services customers, including technical account management and service desk.
• Develop and oversee communication plans between hirify.global, customers, and partners.
• Develop and deliver hirify.global Managed Services Reporting (weekly, monthly, quarterly).
• Monitor and report on the status of defects and feature requests submitted by customers, engaging internal hirify.global teams as required.
• Manage hirify.global and any third-party contracted deliverables and services included in the hirify.global solution.
• Maintain close alignment with the hirify.global Account Management team to encourage adoption of hirify.global technology and escalate issues internally.

Requirements

• 5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration.
• Available for LATAM working hours
• ITIL methodology expertise with emphasis in Service and Incident Management.
• Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
• Reporting and analytics experience.
• Strong customer relationship skills and service orientation.
• Ability to work independently. Self-starter who takes initiatives.
• Strong written and oral communication skills.
• Managed Services / SaaS service management experience on a global scale.
• Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture.
• ITIL v3 or v4 Foundation Certification (minimum).
• PMP or Agile/Scrum Project Management certification (highly preferred).

Culture & Benefits

• Health, dental, and vision coverage, beginning on the first day of employment.
• Access to an innovative mental health support platform.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.