Service Delivery Manager

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there's no limit to the experiences Avaya customers can create.

The richness of Avaya's global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

About the Opportunity

The Service Delivery Manager will act as a liaison between Avaya Government Cloud/Secure Managed Services and its customers to meet operational service level agreements based on contractual obligations and to develop strong customer relationships. This person will develop and maintain customer relations by serving as the operational focal point for the Managed Services being delivered. The ideal candidate should focus on customer service, have a solid understanding of the company's products and inner workings, possess the knowledge to act as the focal point for ITIL core processes, and be able to leverage resources across various technical teams to expedite problem resolution. The position requires someone who can work independently to support clients with complex configurations. The candidate must be a US Citizen and will need to be available to work nights and weekends as needed.

Key Responsibilities:

• Client Relationship Management: Establish and maintain strong relationships with clients and internal account teams for assigned accounts. Serve as the main operational point of contact for Managed Services delivery.
• Customer Advocacy: Act as a 24/7 customer advocate and primary escalation point to resolve service delivery issues.
• Service Transition Oversight: Lead customer onboarding and ensure smooth service transitions by collaborating with project managers and ensuring all deliverables are met.
• Incident & Problem Management: Manage and lead critical client escalations through Incident Management processes, ensuring issues are addressed promptly. Own and drive the Root Cause Analysis (RCA) process, ensuring corrective actions are implemented.
• Change Management: Oversee the Change Management process, interfacing with internal teams (Delivery, Infrastructure, Engineering, NOC, Security) and client change processes to ensure seamless service continuity.
• SLA & Contract Compliance: Ensure compliance with service level agreements and contractual obligations. Monitor performance and provide regular reports, leading operational and service reviews with customers.
• Cross-functional Collaboration: Partner with cross-functional teams to resolve technical issues, billing concerns, contract negotiations, and identify opportunities for upsell or improvements in service delivery.
• Operational Reporting: Prepare and present both internal and client-facing reports and performance reviews. Facilitate management briefings on SLA performance, incident management, and change schedules.
• Process Documentation: Maintain and update customer information, tools, and processes to reflect accurate service delivery information and ensure smooth handoffs across teams.
• Business & Service Alignment: Work closely with both service delivery and business teams to align on objectives, maintaining service margins while meeting customer needs.

About You

• ITIL & ITSM Expertise: Strong understanding of ITIL and ITSM processes, with a preference for those with at least a foundation certification.
• Technical Knowledge: Prefer knowledge of Avaya platforms, cloud environments, and telecommunications. Technical experience is a plus.
• Service Management Experience: Experience managing Incident, Problem, Change, and Release Management processes.
• Communication Skills: Excellent verbal and written communication skills with proficiency in MS Office (Excel, Word, PowerPoint) for reporting and presentations.
• Customer-Facing Experience: Previous experience in customer-facing roles is required. A background in technical support or service management is a plus.
• Problem-solving Ability: Proven ability to work across organizational boundaries to resolve complex issues and drive operational excellence.
• Education: Bachelor's degree in a technical field or equivalent experience.

Compensation:

The base for this role is between $95,000 - $145,000 + Bonus

Our Benefits include:

• Well-Being We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
• Recharge & Refuel: We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
• Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
• Growth & Development: A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
• Giving Back We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.

Equal Opportunities and Privacy Statement

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).