Senior Service Delivery Manager

The Senior Service Delivery Manager (SDM) plays a pivotal role in maintaining customer satisfaction and loyalty by acting as the client advocate on operational and service management matters. The SDM serves as the customer representative for all operational matters, leads customer interaction on service-related issues, and orchestrates actions within Nuance to ensure quick resolution. They will facilitate client requests for change, service issues, SLA uptimes, reporting and strengthening the customer relationship through the delivery of exceptional service. The SDM is an escalation point of contact for the customer and liaison between the customer and internal technical departments to identify, analyze, research, and resolve inquiries on all aspects of the deployed customer solution.
Key Responsibilities:

• Maintain high level technical knowledge of Nuance solutions and future product direction to communicate enhancements with customers and assist in rollouts
• Provide customer specific application, solution, and product support expertise
  • Have a detailed knowledge of the services provided to each account.
  • Understand the effect a service outage may have from the customer perspective
  • Study technical inputs from multiple parties and communicate status and decisions.
  • Understand technical tasks independently, and in conjunction with subject matter experts.
  • Utilize internal resources to diagnose and resolve technical and process issues
• Build relationships and rapport with key customer contacts and keep customer contacts lists updated for escalations and service
• Hold weekly/monthly meetings with customer both in person and by conference call and effectively keep others adequately informed by presenting information to management, public groups, and/or executives using the appropriate communication methods
• Provide weekly/monthly customer reports on service requests and issues pertaining to SLA, continuous improvement, and management.
• Act as an escalation point for issues reported into the NOC and serve as main interface between the customer and internal technical departments
• Review open requests and communicate with appropriate groups within Nuance to make sure all requests are being handled appropriately
• Originate actions to improve existing conditions, processes, and communication

Qualifications:

• Minimum five years of experience working in a technical customer support and/or service management role in a hosted environment
• Bachelor's Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required. Technical MBA preferred.
• Knowledge of project management and strong account management skills
• Demonstrated technical problem-solving proficiency in a combination of the following areas:
  • SAAS or Managed Services
  • Contact center management
  • Large/complex software architectures
  • Network engineering and/or systems administration and Linux
  • Private cloud (VMWare) and public cloud (Azure)
• Exceptional communication skills, both written and verbal, to communicate effectively with all levels of client organizations, including C-level executives, middle management, finance and operations, technical/IT staff
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Experience with supporting virtual assistant and chatbot solutions deployed in a SaaS model and providing voice and text conversational interfaces for web, mobile, messaging and IoT channels.
• Prior ITIL experience or certification

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Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.