Senior Manager, Enterprise Support Services

Join SADA as a Senior Manager, Enterprise Support Services!

Your Mission 

As a Senior Manager, Enterprise Support Services (ESS) at SADA, you will ensure our customers’ support issues are handled effectively. You will lead highly skilled support engineers focused on providing Google Workspace and Google Cloud Platform solutions. The Senior Manager, Enterprise Support Services is responsible for the day to day operations of the Enterprise Support team, ensuring high quality of service delivery, and enacting improvements to our ServiceNow incident management system, as well as being a SADA ambassador to our clients. Sr. Service Delivery Manager must also be technically adept with Google products and be able to seamlessly and effectively partner with other SADA work groups, our partners, and our customers. SADA ESS delivers 24x7 support from a variety of locations around the world.  

Work Location:  Virtual

Typical Hours Worked: 9AM - 6PM local time zone.

U.S. Citizenship is required for this position. This person will oversee the support of our federal accounts.

Primary Duties Include:

• Develop and implement support processes, training plans, staffing models, and team structure to support customer needs ensuring best quality support for our customers.
• Produce, analyze and distribute service delivery metrics and performance data to identify trends, areas for improvement, and opportunities for innovation and optimization.
• Develop and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to ensure effective communication and collaboration.
• Manage the support response process with ongoing evaluation of success metrics
• Analysis - review the impact and results of your support work
• Monitor productivity and customer interactions to ensure Support Engineers are meeting the standards of customer service.
• Manage client escalations and ensure timely and effective resolution of issues, working closely with cross-functional teams as necessary.
• Provide coaching and assistance to call center agents on an ongoing basis.
• Check-in with all team members periodically (monthly, quarterly) individually to assess their job satisfaction, workload, team dynamic, etc.
• Assist with client onboarding tasks.
• Collaborate with internal SADA teams such as Cloud Engineering team, Solution Engineering team to identify customer needs. 
• Collaborate with the rest of the leadership team to identify opportunities for service improvements, and drive continuous improvement initiatives.

Pathway to Success 

#MakeThemRave is at the foundation of all our Enterprise Support Services team. Our motivation is to provide customers with an exceptional experience in all aspects of their interactions with our support and managed services teams.

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to provide the highest quality of support, customer feedback at the close of service tickets, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

As you continue to execute successfully, together we will build a customized development plan  that leads you through the engineering or management growth tracks to fulfill your personal goals.. 

Expectations

Required Travel - 10% travel to customer sites, conferences, and other related events.

Customer Facing - 50% interaction with customers.

Onboarding/Training - The first several weeks of onboarding are dedicated to learning and will encompass learning materials/assignments and compliance training, as well as meetings with relevant individuals. Details of the timeline can be provided closer to the start date.

Job Requirements

Required Qualifications: 

• 7+ years of experience in service delivery management, with a focus on technical support services and cloud-based solutions.
• 5+ experience in Service Management, establishing standards, setting up governance and best practices including IT Infrastructure Library (ITIL).
• 3+ years of experience utilizing/supporting cloud database platforms.
• Strong leadership and team management skills, with a proven ability to motivate and mentor team members to achieve their goals.
• Experience with Google Workspace or Google Cloud Platform.
• Familiar with contact center tools, systems, and methodologies.
• Excellent communication skills (both verbal and written). Ability to communicate ideas clearly and concisely.
• Open to being on call for weekends and after hours.
• Must be highly organized and detail-oriented.
• Successful at working in a team culture.
• Excellent verbal, written and presentation skills.
• Strong problem solving and Analytical/Reasoning skills.

Useful Qualifications:

• Experience with Google Cloud Platform, AWS, or Azure
• Experience with Google Apps (Gmail, Sites, Docs, Video, Postini)
• Strong understanding of administration (user accounts, permission models, access control)
• Experience supporting, troubleshooting, and maintaining ServiceNow