Service Manager

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Indeed's salary guide
  • Not provided by employer
  • $81.6K - $103K a year is Indeed's estimated salary for this role in Remote.
Full Job Description
Synchronoss Technologies (Nasdaq: SNCR) builds software that empowers companies around the world to connect with their subscribers in trusted and meaningful ways. The company’s collection of products helps streamline networks, simplify onboarding, and engage subscribers to unleash new revenue streams, reduce costs and increase speed to market. Hundreds of millions of subscribers trust Synchronoss products to stay in sync with the people, services, and content they love. That’s why more than 1,500 talented Synchronoss employees worldwide strive each day to reimagine a world in sync.

The Service Delivery Manager plays a key role in delivery of services to our customers. Working closely with global operational and business teams the Service Manager ensures adherence to Service SLA’s, setting and meeting delivery expectations, and a high level of customer satisfaction.
How you will help::
  • Key responsibilities include coordinating activities across Technical delivery teams, R&D organizations and Business representatives, to deliver a world-class service to our customers.
  • Additional duties include, but are not limited to, executive reporting, opportunity growth, process improvement, and project management in addition to ITIL based incident, problem and change management activities.
  • The Service Manager has a background in managing complex, multi-disciplined IT Managed Services within a dynamic and challenging program, with a proven track record in senior level stakeholder management within large organizations.
  • Accountable for all aspects of service management, driving stability and issues/problem resolution to best support the customer and business
  • Build and maintain strong service relationship with key customer representatives
  • Prioritize and oversee delivery of services with technical teams
  • Lead and analyze regular Service Operational Reviews and performance reporting – internal and customer facing to drive KPIs and deliverables
  • Build relationships and operational processes (OLA) with key Synchronoss teams, to facilitate best in class outcome for your service and customer.
  • Driving technical teams to manage tactical delivery of core services.
  • Management of all major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
  • Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and Improvement Programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right method.
  • Manage Change/Release Process in adherence to Synchronoss and customer policy.
  • Travel within the Americas will be required, estimated 6-8 times a year. Occasional global travel may be required.
  • Will be required to be part of on-call team and provide support and leadership outside of core business hours for Major Incidents / High impacting issues.
Who we have in mind::
  • 2-5 years experience in managing customer contracts, SLA compliance (governance and reporting)
  • Experience in Financial Services and/or Telecom billing industry desirable
  • Experience in working within geographically dispersed teams and outsourced partners
  • Experience in improving overall customer experience and satisfaction
  • Strong interpersonal skills with the ability to engage, collaborate with and influence people to drive results
  • BS in Computer Science or related field
What we offer::
  • Competitive Salary Bonus
  • Flex Time PTO
  • Healthcare
  • 401K
  • Vision
  • Dental

Synchronoss is proud to be an equal opportunity employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.
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Posted 30 days ago