Service Delivery Manager
Align Technology
Belen, Costa Rica
hace 1 día

About this opportunity

Oversees operations with multiple functions in a country or region. Focuses on customer satisfaction, ensures standards are met and makes sure there's regular interaction with the client.

Helps build rapport, credibility and, when needed, help resolve complaints about service performance. Ensures the service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

This role oversees identifying customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

In this role, you will Maintaining positive relationships with customers, identifying customer needs, and overseeing service delivery within the business context Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery Taking accountability for service delivery performance, meeting customer expectations, and driving future demand Determining ways to reduce costs without sacrificing customer satisfaction.

Assessing customer feedback and using your creativity to establish, improve, and refine services. Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company Optimize existing processes within the company and actively enhance all Customer Success initiatives In this role, you’ll need Be profience in English Required a Bachelor Degree, or may have a Master’s Degree from a four-year college or university 7-11 years of directly related experience Information Technology Service Management (ITIL Foundations V4) required Agile PM Frameworks is a plus Certified Service Manager (CSM) is a plus Customer Experience Management is a plus Customer Relations / Success related cert Project Management certification preferred but not essential.

Experience in Risk Management, Service Improvement and Stakeholder Management Experience in customer service, leadership, and logistics Excellent communication and negotiation skills Ability to work in a dynamic and demanding environment Ability to make decisions quickly Ability to communicate effectively with all levels of management Innovation management Change Management & Crisis Management Good computer skills and the ability to use business support software Good resource planning skills Strong teamwork skills and attention to detail Ability to make complex information accessible

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