Service Delivery Manager

Say hello to possibilities.
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 the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $2 billion company that's growing at 20+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.
We're currently looking for: 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 3 rd -party vendors. This is coupled 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.
To succeed in this role you must have experience in:

• 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 identifying and removing barriers to meet customer expectations.
• Process development and rollout working with cross functional teams.
• Development and presentation of reports.
• Managing customer expectations of timelines and service capabilities.
• Windows or similar, Office including Excel, PowerPoint, and Word.

Desired Qualifications:

• 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 understand the client's technical needs and translate into solutions involving RingCentral products.
• Ability to communicate complex ideas and technical concepts clearly.
• Strong analytical skills regarding technical and project management issues.
• Excellent verbal and written communication skills.
• Demonstrated project management abilities.

What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Pet insurance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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