Service Delivery Manager

Service Delivery Manager

Exempt Position

Reports to Service Delivery Director

The Service Delivery Manager (SDM) is the primary business and support interface between Tangoe and the client's senior management and operations team.  The SDM must have strong interpersonal, communication, presentation, customer service, analytical, project management and leadership skills. The SDM must have the ability to monitor and manage multiple initiatives concurrently, as well as excellent staff management skills. 

Responsibilities:

• Establishing and maintaining business relationship with client's senior managers
• Defining and maintaining Standard Operations Procedures that are tailored to the client's contracted services and Service Level Agreement
• Working with telecommunication carriers to ensure that timely and accurate product / service delivery are provided within the contracted Service Level Agreement
• Ensuring carrier invoicing is accurate; and that payment recommendation is provided to the client in a timely manner
• Performing carrier cost analysis to identify cost savings opportunities and provide recommendations for realizing the savings
• Performing engagement analysis, and making recommendations to Tangoe senior management on new and/or expanded service opportunities; and improving operational efficiencies
• Evaluating customer satisfaction levels and making recommendations for improvement
• Managing the on-site team including recruitment, scheduling work assignments, conducting staff performance evaluations, staff development, and mentoring

Skills:

• Proficiency in the use of Microsoft Productivity Suite (Word, Excel, Outlook)
• Microsoft Excel - Advanced skills for performing data analysis, charting, graphing
• Microsoft Project - Planning, tracking, and reporting project status
• Communications - Verbal / written skills, and the ability to tailor to executive level
• Management and Leadership - Demonstrated experience in managing a support staff in day-to-day activities; and providing team leadership in meeting contracted client Service Level metrics
• Preferred but not required- Wireline or Wireless Telecommunications Service experience

Educational Requirements:

At a minimum, a bachelor's degree in business or an IT related field is required or equivalent work experience.  Ideal candidates will have 5-10 years of Professional Services or Customer Service National Account management experience.