Service Delivery Manager

**Job ID**:
**Who are we?**:
**In one sentence**:
The Service Delivery Manager of NetOps Managed Services is responsible for the execution and delivery of the Managed Services function within the North America and Latin America region. It is a customer centric role who collaborates closely with internal teams to ensure all production issues are resolved within the contractual SLAs and RCAs are promptly delivered for any incident as well as ensures that the Managed Services team establishes a close relationship with the Operations department of its customer. The role focuses on the quality of the delivered services and stability of the deployed platforms with the objective of gaining and fostering customer satisfaction.
**What will your job look like?**:
- Handle the relationship with the Customer by developing and maintaining positive relationships with key contacts from the customer Operations team;
- Handle issues and critical situations;
- Attend meetings with the customer on a regular basis to review the unit delivery. A small level of travel in region is expected for these face-to-face meetings;
- Be responsible for the quality of the results of the unit, as well as ensure that all tasks are being delivered within the committed SLAs, working closely with Global Support, Solution Delivery and Production Engineering to close the open tickets;
- Embrace a hands-on approach whenever necessary, using your technical knowledge to assist on issues and customer demands;
- Provide mentorship and support to the team and actively support continuous personal and professional development, by stablishing performance & development goals and provide continuous feedback and direction;
- Provide hands-on assistance in the preparation of customer deliverables, such as regular reports, action plan follow-up and other key communications;
- Lead the financial aspects, such as resource planning, estimating and forecasting the Revenue, Cost and Margin of each contract and constantly seeking cost efficiency;
- Support Sales with the provision of documents and other proposals and deliver presentations to customers in order to explain NetOps Managed Services benefits;
- Develops strategic and tactical plans that continues to drive business development and higher revenue, efficiency and margin performance in line with corporate objectives and business plans.
**All you need is...**:
**Education and Languages**
- Undergraduate degree required; an advanced degree is desirable;
- ITIL Certified is desirable;
- Project Management certification (added advantage);
- English (Full Professional Proficiency);
- Spanish (Full Professional Proficiency - added advantage).
**Experience**
- Demonstrable experience in Services and Operations Management, preferably in a global organization;
- Proven experience in telecommunications, multi-media industry;
- Shown account management and project management record;
- Technical, hands-on experience with Unix/Linux Operating Systems, mainly regarding environment administration, process automation and shell script implementation;
- Strong eye for business and demonstrated track record of setting goals and achieving results and delivering profitable growth;
- Ability to recruit, lead, motivate and assess high performance Services and Operations teams;
- Excellent interpersonal communication, team building, and leadership skills.
- Other role requirements: Ability to travel in region on a regular basis.
**Why you will love this job**:
Responsible & accountable for multiple related projects/accounts aimed at achieving strategic business and interpersonal objectives with high quality. These programs contain sophisticated activities that may span different functions, organizations, geographic regions, and cultures.
Ensure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.
Manage special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.
Lead to resolve customer partner concerns with respect to smooth operations.
We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave
**Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

---