Customer Service Delivery Manager

**Customer Service Delivery Manager** **Mexico's City, México** As a Customer Service Delivery Manager you will provide a focal interface to QAD Cloud Operations customers to insure optimized and uninterrupted service delivery. Implement operational service, projects, action plans as required for service delivery. Responsible for monitoring of customer satisfaction. Your role will be a focal point to initiate actions around customer escalation (“large problem or many small problems”) and an interface between the Service Center and the client for escalations, acting as Customer Communications Lead for your respective customers during Major Incidents and assisting the team in resolution of major incidents. Work with other parts of QAD (Sales, Services, IT, R&D) as new customers are added to facilitate their successful introduction to the Cloud Operations services. As renewal periods approach, notify the customer of renewal period and work with the Solution Architect and Sales, providing supporting information to secure the renewal. **What you'll do** - Implement operational service, project and action plans. Work closely with Service Center Management Team to ensure processes around major incident management, change and problem management are adhered to. - Ensure Cloud Operations service delivery contract adherence for respective customers and that SLAs are delivered. - Collaborate with Support to identify problem calls with QAD ticketing system and escalate as needed. Make recommendations regarding process improvement metrics, reports and changes to existing process documentation. Identify time concerns with staff regarding when each request will be completed. Provide interface between the Service Center and the client for escalations and major incidents. - Responsible for perpetual monitoring of customer satisfaction via the Service Delivery Scorecard. Provide formal Monthly Service Reviews and Service Reports. - Provide financial management of the service delivery contract. Track and report team hours and expenses weekly. Monitor delivery costs to ensure profitability. Determine appropriate revenue recognition, ensure timely and accurate invoicing and monitor receivables. Follow up with clients as needed regarding unpaid invoices. - Assist regional Sales to position solutions and services as part of the sales cycle with existing clients. Includes presentations of Cloud Operations and AMS operational capabilities and specific services solutions to clients. - Other duties as assigned **What you'll need** - Bachelor’s degree in Business Management / Administration - Experience: 5+ years, with a minimum of 4 in Services or Service delivery and 1 in project management - Computer skills: ERP implementation, management of production systems operations and working knowledge of WAN/LAN technology. Operating systems Windows, Linux, Unix, database concepts and backup, recovery and process alerting tools. - Project tools such as MS office products, charting and Gantt charts. - Other knowledge or skills: PMP, Customer Management skills. ITIL, SDLC understanding, systems administration. Results-, detail - and customer service-oriented. Able to multitask. **Who you are** - You have a proactive and solution-oriented mindset. - Your positive attitude has a strong impact and is infectious to the people you deal with. - You are knowledgeable in software development processes and lifecycle management. - You are able to handle some periods of high stress. - Someone who can work in a 24/7 environment. - Demonstrates experience in effectively presenting technical information to non-technical audiences. - Demonstrates QAD core values - Partnership with Our Customers, Commitment to Excellence, Innovation, Global Teamwork, Integrity, and Respect for the Individual. **What We Offer** - Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work life balance. - Opportunity to join a growing business, launching into its next phase of expansion and transformation. - Collaborative culture of smart and hard-working people who support one another to get the job done. - An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy. - Ongoing learning and development including the opportunity to complete industry certifications (paid for by us) - Competitive compensation packages based on experience and desired skill set **Why QAD?