Senior Service Delivery Manager

Posted Feb 16

Join SADA as a Sr. Service Delivery Manager, Enterprise Support Services-India!

Your Mission 

As a Sr. Service Delivery Manager (ESS) at SADA, you will ensure our customers’ support issues are handled effectively. This position will report into our VP, Global Operations. You will lead highly skilled support engineers focused on providing Google Workspace and Google Cloud Platform solutions. The Sr. Service Delivery Manager - Enterprise Support Services, is responsible for functioning of support operations of the Enterprise Support team, ensuring high quality of service delivery, and enacting improvements to our ServiceNow incident management system, as well as being a SADA ambassador to our clients. The Sr. Service Delivery Manager must also be technically adept with Google products and be able to seamlessly and effectively partner with other SADA work groups, our partners, and our customers. SADA ESS delivers 24x7 support from a variety of locations around the world.  

Primary Duties Include:

  • Develop and implement support processes, training plans, staffing models, and team structure to support customer needs ensuring best quality support for our customers.
  • Produce, analyze and distribute service delivery metrics and performance data to identify trends, areas for improvement, and opportunities for innovation and optimization.
  • Develop and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to ensure effective communication and collaboration.
  • Manage the support response process with ongoing evaluation of success metrics
  • Analysis - review the impact and results of your support work
  • Monitor productivity and customer interactions to ensure Support Engineers are meeting the standards of customer service.
  • Manage client escalations and ensure timely and effective resolution of issues, working closely with cross-functional teams as necessary.
  • Provide coaching and assistance to Support Engineers on an ongoing basis.
  • Check-in with all team members periodically (monthly, quarterly) individually to assess their job satisfaction, workload, team dynamic, etc.
  • Assist with client onboarding tasks.
  • Collaborate with internal SADA teams such as Customer Success, Cloud Engineering team and Solution Engineering team to identify customer needs. 
  • Collaborate with the rest of the leadership team to identify opportunities for service improvements, and drive continuous improvement initiatives.

Pathway to Success 

#MakeThemRave is at the foundation of all our Enterprise Support Services team. Our motivation is to provide customers with an exceptional experience in all aspects of their interactions with our support and managed services teams.

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to provide the highest quality of support, customer feedback at the close of service tickets, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

As you continue to execute successfully, together we will build a customized development plan that leads you through the engineering or management growth tracks to fulfill your personal goals.. 

Expectations

Required Travel - 10% travel to customer sites, conferences, and other related events.

Customer Facing - 50% interaction with customers.

Onboarding/Training - The first several weeks of onboarding are dedicated to learning and will encompass learning materials/assignments and compliance training, as well as meetings with relevant individuals. Details of the timeline can be provided closer to the start date.

Job Requirements

Required Qualifications: 

  • 10+ years of experience in service delivery management, with a focus on technical support services and cloud-based solutions.
  • 4+ experience in Service Management, establishing standards, setting up governance and best practices including IT Infrastructure Library (ITIL).
  • 3+ years of experience utilizing/supporting cloud database platforms.
  • Strong leadership and team management skills, with a proven ability to motivate and mentor team members to achieve their goals.
  • Experience with Google Workspace or Google Cloud Platform preferred.
  • Familiar with contact center tools, systems, and methodologies.
  • Excellent communication skills (both verbal and written). Ability to communicate ideas clearly and concisely.
  • Open to being on call for weekends and after hours.
  • Must be highly organized and detail-oriented.
  • Successful at working in a team culture.
  • Keeping the team together and motivated at all times. 
  • Excellent verbal, written and presentation skills.
  • Strong problem solving and Analytical/Reasoning skills.

Useful Qualifications:

  • Experience with Google Cloud Platform, AWS, or Azure
  • Experience with Google Apps (Gmail, Sites, Docs, Video)
  • Strong understanding of administration (user accounts, permission models, access control)
  • Experience supporting, troubleshooting, and maintaining ServiceNow and RingCentral

About SADA An Insight company

Values:  We built our core values on themes that internally compel us to deliver our best to our partners, our customers and to each other. Ensuring a diverse and inclusive workplace where we learn from each other is core to SADA’s values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer.

  1. Make Them Rave
  2. Be Data Driven
  3. Think One Step Ahead
  4. Drive Purposeful Impact
  5. Do The Right Thing

Work with the best: SADA has been the largest partner in North America for the Google Cloud portfolio of products since 2016 and has been named the 2020, 2019, and 2018 Google Cloud Reseller Partner of the Year. 

Business Performance: SADA has been named to the INC 5000 Fastest-Growing Private Companies list for 15 years in a row, garnering Honoree status. CRN has also named SADA on the Top 500 Global Solutions Providers list for the past 5 years. The overall culture continues to evolve with engineering at its core: 3200+ projects completed, 4000+ customers served, 10K+ workloads and 30M+ users migrated to the cloud.

SADA India is committed to the safety of its employees and recommends that new hires receive a COVID vaccination before beginning work.