Service Delivery Manager

Nice Systems Chicago , IL 60602

Posted 1 week ago

Service Delivery Manager

Chicago, Austin

Who is NICE Mattersight:

The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

Enter NICE Mattersight the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

NICE Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Who you are:

NICE Mattersight is seeking a Service Delivery Manager who is excited about leading cross functional teams participating in all aspects of the product life cycle management from execution of contract and throughout the subscription period. The team uses a consultative approach to project and client management focused on delivering products and service effectively and efficiently. The role will be challenging, but will reward those who thrive in a fast-paced, client-focused, and entrepreneurial environment.

What you will do:

The Service Delivery team is responsible for establishing and maintaining processes that will effectively provide rapid continuous improvement of delivery methodology across the enterprise in order to maintain a very high level of customer satisfaction related to Mattersight technology and ongoing support.

What you consider your core expertise:

  • Manage the successful delivery of Mattersight Products and custom designed features from end to end

  • Communicate delivery progress to key client and internal stakeholders from the operational level through executive leadership

  • Own multiple client initiatives and relationships

  • Gather and track client requirements product enhancement requests

  • Provide deep subject matter expertise on Mattersight products and systems

  • Analyze and interpret complex technical situations for business-focused stakeholders

  • Plan and forecast to anticipate client needs and minimize service disruptions

  • Monitor and report on product performance and adherence to technical SLAs

  • Develop operational and leadership level relationships within existing and new accounts

  • Support client business changes while maintaining service levels and minimizing risk

  • Coordinate paid client initiatives and product delivery within Mattersight's core product enhancement roadmap and release management cycle

What you bring to the table:

Mattersight is looking for highly qualified candidates with 5-7 years of relevant work experience along with a bachelor degree from an accredited University. Successful candidates will have likely worked in the technology sector with a firm grasp of various technology support methodologies. Ability to build relationships and coordinate cross-functional is critical to the role.

What differentiates you as the best:

  • Robust knowledge of the software development life cycle

  • Excellent troubleshooting skills

  • Strong attention to detail with a thorough and process-orientated approach

  • Familiarity with traditional waterfall methodology and with the agile project methodology

  • Organized with an ability to self-manage across multiple projects and initiatives

  • Excellent verbal and written communication skills

  • Comfortable in operating with tight deadlines

  • Team player who builds relationships

  • Achievement orientated, creative thinker and passionate

  • Advanced experience with MS Office tools (Excel, PowerPoint, Word)

  • Some familiarity with relational databases and SQL encouraged

  • Some experience in basic programming encouraged

  • Understanding of large scale telephony environments and network infrastructure

What you will experience:

Mattersight values diversity amongst its employees. Employees from all levels of experience and backgrounds are mingled together and are encouraged to learn about projects others are working on. Mattersight's Chicago office fosters teamwork as well as self motivation.

Eligibility & Location

Mattersight seeks candidates authorized to work without sponsorship in the United States. The Service Delivery Manager role can be based out of Mattersight's Austin, Chicago, or Edina location; candidates should anticipate roughly 5-10% travel.

Additional requirements:

Candidate must be able to pass a thorough background check (including but not limited to criminal check, drug screening, education, employment verification, credit check, and MVR).


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Service Delivery Manager

Dyson

Posted 6 days ago

VIEW JOBS 3/13/2019 12:00:00 AM 2019-06-11T00:00 Description Reportingto the Head of ServiceDelivery Management, you will be responsible for provisioningworld class global IT Service Delivery for all IT services in your allocatedlocation and/or you aligned domain e.g. Retail, HR, Finance etc. Accountabilities Reportingto the Head of ServiceDelivery Management, you will be responsible for provisioningworld class global IT Service Delivery for all IT services in your allocatedlocation and/or you aligned domain e.g. Retail, HR, Finance etc. Working across all ITService Towers, you will ensure delivery of an effective and optimized serviceto your customers. You will be responsible for ensuring that the support ofapplications and associated infrastructure (for a particular domain/location)is delivered to agreed standards. Youwill also be responsible for managing relationships with the support partnerswho provide first, second and/or third line support for your aligneddomain/location. You will provide input into IT projects ensuring that a robustservice model is defined and that the project is smoothly transitioned into ITService for new and amended IT Services. Additional hours and on call asrequired to fulfill duties. You will workin a highly matrix managed organisation across technologies and locations whererequired. You will beresponsible for; Strategy &Planning * Defining the strategic IT upgrades required toensure that the IT Services continue meet the business needs and that theyremain supportable * Defining and delivering continuous improvementprograms so that, where applicable, systems deliver a continuously improvingperformance to the business Service Designand Improvement, Capacity and Availability * Leading the planning of services (i.e. ServiceDesigns), including service strategy, availability, capacity, security,disaster recovery and business continuity planning * Leading on the creation and management of supportmodels for new/amended IT Services within your domain/location * Leading regular operational performance reviewmeetings with the business to feedback on performance and discuss continuousimprovement opportunities * Seeking opportunities to improve service provision * Creating a service improvement culture where theteam is continually looking for ways to improve service and drive improvementplans and measure their effectiveness * Working with Service Support to plan the capacityand availability of systems * Own and lead a Customer Service Improvement Plan(CSIP) for your domain and ensure this is communicated to the relevantstakeholders. * Highlight and own risks in the risk register foryour domain and ensure necessary risks are communicated to the relevantstakeholders. Lead risks to closure by ensuring they are mitigated or acceptedby the relevant stakeholders ServiceOperations and Service Level Management * Leading the operation of services and the creationand measurement of service levels * Acting as the 1st point of escalation within thedomain for major incidents including the creation and publication of majorincident reports to IT and the business area impacted. * Ensure that actions associated to major incidentreports are completed within an acceptable time-frame to reduce the likelihoodand impact of the incident reoccurring. * Overseeing plans for and the operation of earlylife support for new solutions * Managing a high volume of change into the livedomain environment in a safe, secure and coordinated fashion, including theservice Go Live review, acceptance (and where necessary, rejection) of thechanges * Agreeing and managing service level targets andperformance * Reviewing and reporting on the quality of serviceprovision, incorporating service level data * Monitoring availability and future capacity ofsystems, raising issues and taking corrective action as required IT ServiceSupport * Prioritizing incidents and problems for resolutionby internal and external support teams * Working with other IT service managers to ensurethat the business is kept up to date with the status and impact of incidents * Providing best practice advice to maximize thebusiness benefit of existing IT Services * Identification and tracking of known errors * Management of bespoke maintenance releases * Management of minor upgrades to keep up to datewith supplier package releases * Maintenance of an IT Service documentation library ServiceTransition * Providing input to the requirements gathering anddesign stages of IT projects on a consultancy basis to ensure that IT Servicerequirements are defined and taken into project delivery consideration. * Define, track and report on the service acceptancecriteria of new/amended IT services into the IT Service team * Working with the IT project teams to ensure thatpost live support documentation is completed to an acceptable standard and thatnew/amended IT Services are transitioned smoothly into service operations. * Review and approve in principle all changesaffecting IT Services (in your domain) prior to the next approval stage andpresentation at Change Advisory Board SupplierManagement * Establishing and maintaining effective partnershipswith external suppliers, ensuring there is a shared vision and priorities andeffective ways of working * Owning the day-to-day service operationsrelationship with these suppliers * Ensuring processes and procedures for suppliercontract review are in place * Assessing and overseeing service suppliers'performance * Establishing clear management controls with servicesuppliers * Managing the engagement with these suppliers in theincident, change and problem management processes * Managing the operational expenditure, includingmanagement of all associated contracts, licencing and outsourced services * Governing the services provided by the supplier toensure contract obligations are being delivered and SLA's are being met. * Initiating changes in a contract when required toimprove service to Dyson by working with the procurement/commercial team. StakeholderEngagement * Building strong relationships with the widerbusiness to ensure regular communication of service requirements, serviceimprovements, risks, service changes, service outages and any service issueswhere the business requires direct regular communication with suppliers,ensuring there is clarity between the business and the service provider on howthis process will work and who the key contacts are * Conduct business satisfaction surveys/interviewswith the domain to ensure customer satisfaction is at an acceptable level andto lead actions to resolution to increase customer satisfaction Skills Experience: * - Strong experience within Service Delivery/Operations– at least 3 years' experience * - Proven track record of successfully managing 3rdparty suppliers (onshore and offshore) * - Strong experience of working to ITIL processes andproject management methodologies * - Experience in the creation of Service Designs anddelivery – 2 years * - Proficient in knowledge of the IT infrastructure(hardware, databases, operating systems, local area networks etc.) * - Working knowledge of service management tools Key Competencies: * - Ability to work wellunder minimal supervision and with a high degree of autonomy andresponsibility. * - Team-orientedinterpersonal skills, with the ability to communicate effectively with a broadrange of people and roles, including third parties, IT and business personnel. * - Good understanding oftechnology and process optimization techniques e.g. standardization,consolidation, simplification and automation and an appetite for continuousimprovement. * - Comfortable workingoutside of core working hours when necessary to complete tasks. * Able to travel toworld-wide sites across the enterprise. BenefitsDyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you'll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it's an exciting team environment geared to fueling and realizing ambition. Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis. Dyson Chicago IL

Service Delivery Manager

Nice Systems