Job Advert Summary
The Service Delivery Manager (SDM) for On Key Software Solutions is responsible for managing both the technical hosting environment and the product support desk, ensuring seamless service delivery, high availability, and client satisfaction. This role requires a balanced focus on overseeing infrastructure stability, performance, and security, while also managing the support desk team to deliver prompt and effective customer support. The SDM is the primary point of contact for escalations, leads incident management, and drives continuous improvement initiatives across hosting operations and customer support processes. Collaboration with cross-functional teams, including DevOps, product, and customer success, is essential to optimize service performance, enhance customer experience, and support the company's growth.
Minimum Requirements
Minimum Experience:
5+ years of experience in service delivery, technical operations, or support management within a SaaS or tech environment
3+ years in hosting or infrastructure management, with a strong understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and DevOps practices
2+ years in managing customer support or service desk teams, ideally within a technical or SaaS environment
Experience with incident and problem management, including root cause analysis, in both hosting and customer support contexts
Background in customer success or client relationship management is beneficial, ensuring a customer-centric approach
Technical Requirements:
Proficiency in cloud hosting environments (AWS, Azure, or Google Cloud) and familiarity with infrastructure-as-code tools (e.g., Terraform, Ansible)
Understanding of network infrastructure, security, and compliance requirements, particularly within SaaS environments
Experience with monitoring tools and incident management systems (e.g., PRTG, Zabix, Datadog, PagerDuty)
Knowledge of DevOps practices and CI/CD pipelines, along with an understanding of automation tools and scripts
Familiarity with ITIL principles and best practices in service delivery and support management
Soft Skills:
Strong leadership and team management abilities, with experience in building and mentoring support teams
Excellent communication and interpersonal skills to collaborate across departments and with external clients
Problem-solving and decision-making skills, with a focus on proactive issue resolution and continuous improvement
Customer-focused mindset, ensuring a high standard of service and responsiveness to client needs
Project management skills to coordinate tasks across technical and support functions effectively
Willingness to gain strong On Key skills
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
ITIL certification is highly preferred, as it demonstrates knowledge of IT service management best practices
Certifications in cloud technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are advantageous
Relevant certifications in DevOps or Agile methodologies can be beneficial for managing technical processes
Duties & Responsibilities
Hosting Environment Management
Oversee the SaaS platform's hosting environment to ensure high availability, performance, and security
Collaborate with DevOps and infrastructure teams for maintenance, upgrades, and resource scaling
Ensure compliance with backup, disaster recovery, and failover protocols, minimizing risk to service continuity
Product Support Desk Management
Manage the support desk team, ensuring prompt, effective, and customer-centric service for technical issues
Develop and enforce SLAs and KPIs for response times, resolution times, and customer satisfaction
Maintain a knowledge base and support documentation, ensuring the support team is well-equipped to resolve issues quickly
Incident and Problem Management
Act as the escalation point for both hosting and product support issues, managing major incidents end-to-end
Lead root cause analysis for recurring issues, ensuring that corrective actions prevent future incidents
Establish clear incident response protocols, coordinating between support and technical teams to resolve issues
System Monitoring and Performance Optimization
Implement and oversee monitoring for both hosting and application environments, ensuring proactive issue detection
Regularly assess performance metrics, such as system load, response times, and latency, to identify improvement areas
Work with infrastructure and DevOps teams to ensure hosting resources align with peak demand and scalability requirements
Customer Support and Satisfaction
Foster a customer-centric culture within the support desk, focusing on delivering an excellent customer experience
Regularly gather feedback from customers on service satisfaction and areas for improvement
Develop training programs for the support team to continuously enhance product knowledge and customer handling skills
Security and Compliance Management
Ensure both hosting and product environments comply with security standards, such as data protection and access controls
Coordinate regular security audits and collaborate with security teams to mitigate risks and implement best practices
Maintain compliance documentation and procedures, addressing vulnerabilities promptly
Support Desk Process Improvement and Automation
Implement automation for support processes, such as ticket routing, customer notifications, and knowledge management
Continuously optimize workflows to improve support desk efficiency and customer satisfaction
Encourage a continuous improvement culture within the support team to reduce resolution times and improve service quality
Capacity Planning and Resource Management
Conduct capacity planning for both the hosting environment and support desk staffing, ensuring resources meet demand
Manage support desk shift scheduling and workload distribution to optimize coverage
Forecast future needs and align resources with business growth, balancing both technical and customer support demands
Technical Documentation and Reporting
Maintain detailed documentation for both hosting environment configurations and support processes.
Produce regular reports on system uptime, hosting performance, ticket resolution times, and support team
Collaboration with Product and Development Teams
Act as a liaison between product development and support teams, ensuring smooth rollouts and consistent support
Provide feedback from customer support interactions to inform product improvements and feature enhancements
Support teams in testing, validating, and documenting new features to ensure seamless customer adoption
KPIs
Keep technical and customer stakeholders informed of system status, support desk performance, and service enhancements.
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