Job Details
** Service Delivery Manager - Remote U.S.**
Date: Jan 28, 2022 Location: Remote, NC, US
Requisition ID: 32195 **ABOUT AVAYA**
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com. **ABOUT THE OPPORTUNITY**
Applicants must already be located in the United States and this role is not eligible for sponsorship. The Service Delivery Manager (SDM) acts as a designated or dedicated liaison between Avaya Services and assigned customers where there are contractual obligations in place to provide support services. The primary role of a SDM is that of customer advocate. The SDM is responsible understanding customer support needs and ensuring the appropriate Avaya support team engages. In addition, the SDM manages support escalations to meet Avayas agreed Service Levels with a key component being customer satisfaction.
To be successful in this role you will manage customer satisfaction for your assigned clients.
#LI-LD1
#LI-Remote
**ABOUT THE RESPONSIBILITIES**
* Managing the day-to-day work of the support delivery team in accordance with contracted terms
* Ensuring customer Service Levels are met
* Escalating support issues and owning the issue to resolution/restoration
* Developing and presenting Root cause Analysis reports to customers for review
* Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
* Engaging with account managers and other stakeholders on services readiness
* Coordinating delivery resources and ensuring that qualified resources are in place to meet client support requirements according to plan
* Managing relationships between delivery resources on a daily basis, including contractors, site staff, local field service, engineering and supplier groups
* Developing proactive service review and customer satisfaction programs
* Conducting and participating in readiness reviews, service reviews and satisfaction reviews including open incidents and stewardship trending
* Supporting transition of projects from the delivery readiness team to the Day-2 support delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment
* Managing risk and impact of Customer change requests and identifying service implications
* Managing the product lifecycle of Avaya components in the customers environment
**ABOUT THE REQUIREMENTS**
**EXPERIENCE:**
* Minimum Bachelors Degree or equivalent
* ITIL Certification preferred
* Previous experience with Avaya or knowledge of Avaya portfolio is highly beneficial
* 3 years+ proven Service Delivery Management experience
* Must be willing to travel to meet customers, generally less than 20% travel requirements.
* Communications or cloud industry experience highly beneficial
* 5 10 years Communications or Cloud service industry background
**SKILLS & COMPETENCIES:**
* Excellent verbal and written communication skills
* Excellent project oversight and resource management skills
* Strong MS Office skills
* Key understanding of the voice of the customer
* Proven experience in dealing with global customer satisfaction programs
* Excellent business acumen, not specifically IT-focused
* Ability to work cross functionally as required to deliver against customer expectations
* Ability to drive customer satisfaction and net promoter scores higher
* Ability to effectively communicate both laterally and vertically within both the customer environment and Avaya
* Available 24x7 for escalation management
* On-time and accurate customer deliverables per contract
* Customer satisfaction measured through direct customer surveys
* Adherence to SDM operational procedures and policies
* Support for operational measures as defined by leadership
* Initiative participation and ownership
**ADDITIONAL INFORMATION:**
* Position is a full time, home based positon.
* Majority of customers are East Coast based, so Eastern Time zone is preferred or willingness to work east coast hours.
**EDUCATION/QUALIFICATION:**
* Minimum Bachelors Degree or equivalent experience
**COMPENSATION - SECTION PERTAINS TO COLORADO APPLICANTS ONLY**
(Colorado only*) Minimum salary of $85,300.00 + bonus + benefits.
* Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
**EXPERIENCE**
5 - 8 Years of Experience **EDUCATION**
Bachelor degree or equivalent experience **FOOTER**
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 and applicable Privacy Statement relevant to this job posting accessible at For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: