Service Delivery Manager
To see similar active jobs please follow this link: Remote Management jobs
Service Delivery Manager – Remote, Thailand
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today!
Service Delivery Manager
The Service Delivery Manager is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. They are responsible for delivering SuccessKPI solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of SuccessKPI products.
Job Location: Remote Work, Thailand, Philippines, or India – MUST BE FLUENT IN THAI & ENGLISH
Why work for SuccessKPI:
Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
Opportunity to work for a fast-growth global company in the rapidly growing analytics space
Opportunity for career development and growth opportunities as we grow and scale
Opportunity to build industry relationships and work alongside seasoned industry experts
Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!
What You’ll Do:
Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk
Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
Follows PS implementation standards
Assesses complex project situations to make appropriate recommendations to both internal team and the customer
Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions
Solution Deployment (85%)
Works in close concert with Project Manager in successfully delivering projects
Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
Execution of project plan tasks associated with engagements
Test plan validation
Maintains on average 70% utilization for billable projects
Identifies engagement-related problem areas and solves the issues in a proactive manner
Assists the Support group in performing service call/maintenance activities as required
Provide technical training to internal or external resources as needed
Maintains friendly and professional attitude in stressful situations
Administration (5%)
Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
Maintains regular internal communications with project team, team lead, and manager
Provides feedback and updates to internal processes through internal documentation
Follows standard department processes
Training (10%)
Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
What You’ll Bring:
Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
3+ years of experience with Contact Center technologies
Knowledge on Amazon Web Services (AWS)
Development experience building apps and integration leveraging APIs, JSON, and JavaScript
6+ years of related experience
Excellent communication skills – must be fluent in both English & Thai language
Software: MicroStrategy, MS Office (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)
Highly Desired Technical Skills
Python; MicroStrategy; AWS DevOPS certified
Business Skills
Capable of working on or leading a team through a fast paced and complex project
Excellent verbal and written business communication skills, including escalation management and information presentation
Knowledge of customer service processes
Knowledge of Cloud change control processes
Exercises good judgment
Strong follow-through, ownership & responsibility on tasks assigned
Effective time management and maintains flexibility
About the job
Service Delivery Manager
To see similar active jobs please follow this link: Remote Management jobs
Service Delivery Manager – Remote, Thailand
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today!
Service Delivery Manager
The Service Delivery Manager is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. They are responsible for delivering SuccessKPI solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of SuccessKPI products.
Job Location: Remote Work, Thailand, Philippines, or India – MUST BE FLUENT IN THAI & ENGLISH
Why work for SuccessKPI:
Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
Opportunity to work for a fast-growth global company in the rapidly growing analytics space
Opportunity for career development and growth opportunities as we grow and scale
Opportunity to build industry relationships and work alongside seasoned industry experts
Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!
What You’ll Do:
Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk
Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
Follows PS implementation standards
Assesses complex project situations to make appropriate recommendations to both internal team and the customer
Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions
Solution Deployment (85%)
Works in close concert with Project Manager in successfully delivering projects
Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
Execution of project plan tasks associated with engagements
Test plan validation
Maintains on average 70% utilization for billable projects
Identifies engagement-related problem areas and solves the issues in a proactive manner
Assists the Support group in performing service call/maintenance activities as required
Provide technical training to internal or external resources as needed
Maintains friendly and professional attitude in stressful situations
Administration (5%)
Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
Maintains regular internal communications with project team, team lead, and manager
Provides feedback and updates to internal processes through internal documentation
Follows standard department processes
Training (10%)
Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
What You’ll Bring:
Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
3+ years of experience with Contact Center technologies
Knowledge on Amazon Web Services (AWS)
Development experience building apps and integration leveraging APIs, JSON, and JavaScript
6+ years of related experience
Excellent communication skills – must be fluent in both English & Thai language
Software: MicroStrategy, MS Office (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)
Highly Desired Technical Skills
Python; MicroStrategy; AWS DevOPS certified
Business Skills
Capable of working on or leading a team through a fast paced and complex project
Excellent verbal and written business communication skills, including escalation management and information presentation
Knowledge of customer service processes
Knowledge of Cloud change control processes
Exercises good judgment
Strong follow-through, ownership & responsibility on tasks assigned
Effective time management and maintains flexibility