Service Delivery Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Avaya Full time

About Avaya:


Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services.

We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers.

Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.


We're focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do.

The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.


We aren't just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us.

We're seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

About the Opportunity:

About the Responsibilities:

  • Establish a relationship with clients for assigned accounts
  • Administer customer satisfaction surveys and discuss improvement areas with client
  • Customer advocate/escalation point into service delivery team 24 x
  • Maintains awareness of all customer projects or changes within Avaya
  • Participate in SOW review
  • Lead critical client escalations (Incident Management)
  • Manage customer expectations/relationships
  • Escalate as required within the technical teams to ensure assignment of resources to meet SLA compliance
  • Escalate internally to management levels for awareness
  • Conducts customer and management briefings concerning operational decisions, scheduling requirements
  • Manages Change Management Process in Day 2/Production mode:
  • Interlock with ACES
  • Interlock with GSS
  • Interlock with the Clients Change Management process
  • Inform service delivery of changes or maintenance that will affect service
  • Order parts (as required)
  • Partner with SSM to address Billing Issues, Contract Requests, SOW issues, Upsell opportunity, Entitlements
  • Service level agreement compliance assurance and reporting
  • Conduct operation reviews as defined in the contract
  • Develop presentation materials as required for both customer facing reports and internal leadership discussions
  • Own Root Cause Analysis document and facilitate technical input from day 2 teams and track corrective actions (Problem Management)
  • Maintain Customer Information (CIR/CID) in customer tools
  • Understands service delivery Operations/Processes
  • Able to use AOS service delivery toolkit to track customer requests and incidents
  • Participates in onboarding process to identify custom process and/or custom delivery requirements
  • Ensure onboarding official handoff takes place with Day 2 involvement
  • Understands all aspects of Customer Contract and can articulate to service delivery teams as required
  • Drive Release Management discussion to provide compliance with contractual deliverable or upsell opportunities
  • Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins

About the Requirements:

  • Knowledge of ITIL and ITSM, prefer at least foundations certification
  • Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
  • Prefer Telecom Experience and/or IT experience
  • Prefer working technical knowledge of Avaya platforms and capabilities
  • Previous experience in a customer facing role
  • Previous experience in technical role
  • Previous experience in Cloud architecture and support role
  • Ability to work across organizational boundaries to drive resolution
  • Proven Service Delivery Management experience, 7 years industry background

EDUCATION:

  • BS in technical field or equivalent technical experience
  • Post graduate degree qualified (MBA and/or Business Related)

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