Service Delivery Manager

Profile

**MEMBERS ONLY**SIGN UP NOW***.'s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia).

Job Summary

**MEMBERS ONLY**SIGN UP NOW***. Technology Solutions (CTS) strives to be the most valued partner to those leading the future of media and technology. Leveraging the most complete portfolio of capabilities, unmatched expertise and **MEMBERS ONLY**SIGN UP NOW***.'s unrivalled infrastructure, we help customers thrive in a rapidly evolving multi-platform world by powering extraordinary experiences to every screen. If you share a passion for contributing your talents to empowered teams, possess an entrepreneurial spirit and are driven by imagination and possibilities, we want to develop and grow your career at CTS. The new world of video delivery, at great scale, over the internet, brings with it a host of opportunities and challenges. As more major global broadcasters, operators and sports rights holders move to new business models, your role at CTS will aim to take the complexity out of their online video strategy and help companies realise maximum return on their content rights investments We are seeking a skilled individual with experience and expertise in service delivery and a broad appreciation of the technology to join our global team.

Job Description

In this role, the Service Delivery Manager will manage the customers' overall operational expectation and requirements and lead communication throughout the relationship. This will entail collaborating with cross-functional groups from development to operations and consulting services to sales, ensuring work is prioritized. They help train and mentor, and possesses a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures. This team works in-office in our Centennial, CO location on a hybrid model (3 days/week).


Establish and lead customers overall service delivery and requirements, setting and managing customer expectations

Work with operational teams to ensure timely resolution to trouble tickets and manage day-to-day client interaction

Following incidents, manage the communication and coordination with the Development and Operation teams as necessary to come to a quick resolution, and follow up with RCA investigations

Identify and work with internal teams and customer on proactive service improvement initiatives

Interface with Operations Management to improve network health and performance, application support and internal development projects.

Help to develop and drive a customer centric culture that puts the customer at the heart of the business, through acting as a customer advocate

Build a knowledge base of each client's business, organization and objectives

Promote and develop best-practice within the organization and in regard to the Service Delivery function

Continually seek opportunities to increase customer satisfaction and deepen client relationship

Identify, manage and work with customer and internal teams on all operational risks, issues and resolutions

Continuously review operational processes and updated as necessary to ensure continuing maturity of service delivery

Act as key communication contact and internal/external point of escalation for operational issues

Implement customer facing weekly, monthly and quarterly operational reviews

Review and manage SLA and RCA reporting, setting KPI's where required, allowing for trend analysis

Working with cross-functional groups from Development to Operations, Professional Services to Sales

Manage and streamline cross-team processes

On-boarding of new customers and ensuring smooth hand-overs from Professional Services to Operations, Support and customers


Requirements:


Bachelor's degree or appropriate industry experience

Background in Digital/New media

Experience with change control and ITIL service management processes

Experience with high availability systems, Software as a Service, Cloud technology and related SLAs

Understanding of Web Services technologies, including SOAP, REST and related standards would be an advantage

Consulting industry experience and project management exposure would be an advantage

Strong oral and written communication skills required. Must be able to communicate well with senior staff and clients

Strong organizational and time management skills

Attention to detail


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Salary:

Pay Range: $27.01 - $40.51

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

Sign Up Now - WashingtondcCrossing.com