Associate Service Delivery Manager

Calabrio

About The Position

The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting and partnering with a team of Technical Engineers working on the Verint product suite, delivering technical and application-related services to a dedicated customer account in the banking industry. The ASDM will serve as a customer-aligned resource responsible for supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for the assigned customer.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience.
Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking.
Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions
Ability to thrive in a fast-paced, dynamic work environment
Strong written and verbal communication skills
Ability to manage tasks accordingly to set priorities, multi-task, and meet deadlines.
Ability to work outside of local business hours and on weekends as shift assignment or account needs require.
Ability to identify, troubleshoot, and assist in the resolve technical issues in a timely manner
Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.

Nice To Haves

Knowledge of Verint Financial Compliance (Verba)
Knowledge of distributed web applications and architecture, Database Administration, CRM package, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, Azure.
Customer service experience supporting large global Enterprise Customers
Experience serving as a dedicated customer-facing resource supporting managed service operations and service delivery activities.
Experience coordinating operational activities across technical, support, and customer stakeholder teams.
Demonstrated ability to build trusted relationships with customer stakeholders while delivering against service commitments.

Responsibilities

Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
Identify opportunities for process improvement and make constructive suggestions for change; Attend regular meetings to discuss current status of operations and drive initiatives.
Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
Utilize Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking.
Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
Interface with Product House; keep up to date on new products and technologies and escalate issues per process.
Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.