Service Delivery Manager

RingCentral•Denver, CO

24d•$58,400 - $158,600

About The Position

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. This is where you and your skills come in. We’re currently looking for: A Professional Services, Service Delivery Manager. The Service Delivery Manager (SDM) is a professional technical services manager responsible for coordinating the transition to, and delivery of, managed services into key enterprise customers by providing a single point of contact to the customer. The SDM plays a vital role in creating long-term customer relationships and acting as the bridge between the client and the various operational delivery teams and 3rd party vendors with the ability to make changes in end-to-end processes as required, ensuring optimal overall performance in support of the contract. The key responsibility of the SDM is governance across all areas including service management, incident and change management, continual service improvement, onboarding and workflow, dashboard and reporting, financial performance, and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery.

Nice To Haves

Minimum 3+ years relevant work experience at a UCaas/SaaS company in a customer facing position preferably in professional services, solutions, or technical account management role
Demonstrated ability and confidence in client-facing interactions
Ability to grasp the client’s technical needs and translate into solutions involving RingCentral products
Ability to communicate complex issues and technical problems clearly
Strong analytical skills regarding technical and project management issues
Demonstrated project management abilities
Excellent verbal and written communication skills

Responsibilities

Managing the day-to-day service operations of the installation, delivery and deployment of technical resources.
Single point of escalation for the enterprise customer base, including Vendor escalations.
Managing critical situations to ensure proper focus, communication, and relationship management throughout the escalation process, including, but not limited to scheduling the coordination of activities for all technical personnel required.
Managing the annual budget and meeting all financial performance objectives inclusive of gross profit and related financial metrics.
Monitoring technician work activities & outcomes and proactively identify and remove barriers to meeting customer expectations.
Aligning with FSO & SDO to ensure root cause is identified on escalated or chronic problems, and action plans are developed and ensure follow-up on customer issue resolution.
Process development and rollout working with cross functional teams

Benefits

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee 1:1 coaching, perks and discounts program