Service Delivery Director

Exempt Position

Reports to  Senior VP, Service Delivery

Responsibilities:

This position is responsible for ensuring the overall success (customer satisfaction and service contract renewals) of a subset of Tangoe's Managed Service customer base.  This includes overseeing the service delivery functions that comprise the Managed Service offerings. Build operational excellence and develop the operational and financial models to forecast resource demands and to drive cost efficiency in service delivery to meet Tangoe's gross margin objectives.  

50% Manage Service Delivery:

•·        Evaluate and assess new customer engagements based upon service offering, size, and complexity of customer process expectations

•·        Select and assign appropriate service delivery teams

•·        Serve as escalation point for customer issue resolution

•·        Prepare and submit monthly status of active customer base:

•Ø      Summary dashboard of customer satisfaction

•Ø      Renewal risks and issues with resolution plans and status

•Ø      Status of outstanding customer No Risk Guarantee savings commitments and forecasts of savings achievement.

•Ø      Implementation status summary and projected revenue recognition timeframes

•Ø      Per customer gross margin/profitability analysis

•·        Responsible for achieving services cost, renewal and satisfaction objectives

•·        Ensure all customer service time is accurately recorded, managed and reported via QuickArrow system

•·        Maintain and manage customer reference process to support new prospect sales

10% Manage personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).

10% Interface with other services departments, as well as sales, accounting, HR and product development as necessary.

20% Communicate with customers to assess customer satisfaction level with services and products. Participate in direct customer and sales support as necessary.

10% Serve as a member of the senior management team dealing with operational issues and setting strategic direction.

Skills:

• A minimum of 7+ years of experience in managing managed services delivery or business process outsourcing services
• Superior project, operational and customer management skills
• Proven ability to develop and maintain strong customer relationships at senior levels of Fortune 5000 level customers
• Strong financial modeling and forecasting skills
• Technically savvy. Ability to understand complex technical environments
• Excellent written and verbal communication skills
• Willingness to travel up to 40%

Educational Requirements:

• Telecommunication services or expense management experience
• Undergrad or Graduate degree in related field