Service Delivery Manager

Five9•San Ramon, CA

4h•Hybrid

About The Position

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. We are seeking an experienced Service Delivery Manager to build and maintain positive customer relationships with Five9 Managed Services customers. The Service Delivery Manager is an integral role in managing existing Day 2 activities and will oversee day to day operations, performance, and governance. This position reports into the Senior Director of Five9 Managed Services. The ideal candidate has experience in SaaS Managed Services with an emphasis on ITIL-based Service Transition and Service Operations related to incident management, change management, service reporting, and governance. Project Management (PMP or Agile), critical thinking, problem-solving, organization, and customer facing communication skills are essential to the success of this role. Candidates will demonstrate a solid understanding of SaaS Managed Services environments and Support processes.

Requirements

5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration
Available for LATAM working hours
ITIL methodology expertise with emphasis in Service and Incident Management
Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
Reporting and analytics experience
In depth understanding of KPI’s and objectives around Service Management
Strong customer relationship skills and service orientation
Ability to work independently. Self-starter who takes initiatives
Strong written and oral communication skills
Managed Services / SaaS service management experience on a global scale
Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture
ITIL v3 or v4 Foundation Certification (minimum)

Nice To Haves

PMP or Agile/Scrum Project Management certification (highly preferred)

Responsibilities

Serve as Customer’s primary point of customer contact for Five9 Managed Services to include technical account management and service desk
A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale
Develop and oversee communication plan between Five9, our customers and partners
Oversee customer governance and administration arrangements
Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery
Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition)
Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution
Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature
Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer
Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services
Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

Benefits

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

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