Service Delivery Supervisor

CyrusOne•Sterling, VA

About The Position

The Service Delivery Supervisor oversees a team of Service Delivery Technicians who provide layer 1 customer support within a multi-site multi-tenant environment. This position reports directly to the Service Delivery Manager and provides direct support to and is a central point of contact for CyrusOne clients. Essential Functions: Under minimal supervision: Assist with workload delegation and adjust priorities to meet customer requests. Assist Service Delivery Manager in managing a 24 x 7 service delivery team’s performance and efficiency and to make recommendations for process improvements resulting in increased quality of service and customer satisfaction. Ensuring that service agreements are met. Maintaining positive relationship with clients/customers, managing conflict, establishing priorities, and finding creative ways to improve upon service delivery. Provide technical direction, develop, and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team. Monitor ticketing system to ensure on-time delivery, customer satisfaction, and consistency of customer requests. Escalate and address resolution of customer concerns and satisfaction risks to meet or exceed customer expectations. Ensure adequate staffing levels of 24 x 7 Service Delivery team to meet any changing business requirements. Ensure operational activities and project tasks are accomplished in accordance with a documented schedule that meets or exceeds customer expectations. Assist with training and development of service delivery team. Ensure shipping and receiving operations are secure and operating in an accurate, efficient, and timely manner. Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to smart hands requests, ethernet and fiber installs / troubleshooting and testing, cage construction, and shipping and receiving Ensure team knowledge of and compliance to OSHA / safety standards. Ensure customer communications/interactions are professional and shift turnover is clearly communicated. Maintain up-to-date service delivery procedural manual / MOPS and SOPS. Build circuits in online database network management tool, perform circuit audits, and assist in special projects as required. Act as “Smart Hands and Feet” for client requests as needed. Assist in supply inventory management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.

Requirements

Ability to manage multiple projects and shifting workloads in a fast-paced environment
Demonstrates desire to provide the highest levels of customer service
Cheerful and enthusiastic attitude
Excellent oral and written communication skills
Excellent problem solving/decision-making skills
Ability to develop and document procedures and train other personnel
Must be able to work with people at all levels internally and within the team environment
Confidently troubleshoot issues related to the layer 1 infrastructure using test equipment and critical thinking.
Knowledge of Visio, AutoCad a plus
Strong computer skills and working knowledge of Microsoft Products: Excel, Word, Power Point, Outlook and SharePoint
Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
Ability to manage multiple sites within driving distance of each other on a same day travel basis
Participate in 24 X 7 X 365 on-call rotation as needed.
Previous experience in managing 5 or more members of a non-localized team.
Ability to train members of the team, bringing them up to speed with technical details as quickly as possible
Strong ability to consult customers on new implementation stages within their environment
Vendor Management experience is a plus
Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus
6-10 years customer service experience in a technology company and/or 2 years technical experience in a customer- centric company
Minimum education requirement of High-School diploma or GED equivalent.
College degree preferred but will consider applicants with equivalent work-related experience

Nice To Haves

Knowledge of Visio, AutoCad a plus
Vendor Management experience is a plus
Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus
College degree preferred but will consider applicants with equivalent work-related experience

Responsibilities

Assist with workload delegation and adjust priorities to meet customer requests.
Assist Service Delivery Manager in managing a 24 x 7 service delivery team’s performance and efficiency and to make recommendations for process improvements resulting in increased quality of service and customer satisfaction.
Ensuring that service agreements are met.
Maintaining positive relationship with clients/customers, managing conflict, establishing priorities, and finding creative ways to improve upon service delivery.
Provide technical direction, develop, and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.
Monitor ticketing system to ensure on-time delivery, customer satisfaction, and consistency of customer requests.
Escalate and address resolution of customer concerns and satisfaction risks to meet or exceed customer expectations.
Ensure adequate staffing levels of 24 x 7 Service Delivery team to meet any changing business requirements.
Ensure operational activities and project tasks are accomplished in accordance with a documented schedule that meets or exceeds customer expectations.
Assist with training and development of service delivery team.
Ensure shipping and receiving operations are secure and operating in an accurate, efficient, and timely manner.
Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to smart hands requests, ethernet and fiber installs / troubleshooting and testing, cage construction, and shipping and receiving
Ensure team knowledge of and compliance to OSHA / safety standards.
Ensure customer communications/interactions are professional and shift turnover is clearly communicated.
Maintain up-to-date service delivery procedural manual / MOPS and SOPS.
Build circuits in online database network management tool, perform circuit audits, and assist in special projects as required.
Act as “Smart Hands and Feet” for client requests as needed.
Assist in supply inventory management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.