Senior Service Delivery Manager

📋 Description

• Full responsibility for all Premier and Premier+ Support contract related requirements and renewal
• Manage one or more customers from JP/APAC, who have purchased e.g. Premier and Premier+ Support
• Ensure a regular cadence of meetings with customer to review and drive the business
• Point of escalation for the customer
• Assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and Support OLAs
• Customer and Partner Experience (CSAT) for Support Incidents

🎯 Requirements

• 8+ years of work experience in a Global Technical Software Support Center or IT customer service
• 6+ years in a customer facing support role
• Proven track record for operational or delivery excellence in a similar, outlining positive impact
• Proven leadership skills within a customer support organization
• Strong analytical skills and technical writing skills; excellent communicator who can disseminate
• Ability to work calmly and decisively under pressure by triaging and prioritizing multiple crisis

🎁 Benefits

• Restricted Stock Units (RSUs) and merit-based refresh grants
• 24 weeks paid parental leave for primary carers, 12 weeks for supporting carers
• Unlimited PTO (in applicable regions) and generous PTO globally
• Flexible hybrid work model
• 70-20-10 learning framework, mentorship programs, dedicated learning platform
• Subsidized Wellhub memberships, mental health counseling, Wellness Weeks