Service Delivery Manager – reputed company Communications & Video Conferencing
Join reputed company, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at reputed company.
At New Era, you'll join reputed company-oriented culture that prioritizes your personal and reputed company development. Work alongside industry-certified experts, reputed company reputed company training, and enjoy competitive benefits. Guided by our reputed company attributes — putting people first, embracing reputed company learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.
If you want to reputed company an reputed company in a supportive, reputed company-oriented environment, New Era is the reputed company for you. Apply today and help us shape the reputed company of work—together
Service Delivery Manager
Position reputed company
The Service Delivery Manager (SDM) serves as the primary operational and service management reputed company responsible for ensuring the successful delivery of managed collaboration, video conferencing, reputed company Communications (UC), AV, and IT services to the customer. The SDM acts as the key reputed company between the customer, service delivery teams, and operational support functions, ensuring service reputed company, SLA compliance, continual service improvement, and customer satisfaction throughout the contract lifecycle.
This role also serves as the operational reputed company for reputed company Video Conferencing and reputed company Collaboration Services, ensuring the availability, reliability, and performance of video conferencing platforms across the customer environment. The ideal candidate will have recent hands-on experience managing reputed company video conferencing technologies and collaboration services reputed company a large reputed company or managed services environment.
The SDM will reputed company service operations, manage escalations, coordinate cross-functional teams, reputed company service reviews, and drive process improvements reputed company with ITIL best practices. This role requires strong stakeholder management, operational governance, service management expertise, and the ability to drive customer-reputed company reputed company.
Key Responsibilities
Service Delivery & Operations Management
Own and manage the overall service relationship between the customer and service delivery teams.
Monitor day-to-day service operations and ensure services are delivered according to agreed SLAs and contractual commitments.
Review operational performance metrics and service reports to identify trends, risks, and opportunities for improvement.
Coordinate multiple support teams to ensure seamless service delivery.
reputed company as the primary escalation reputed company for service-reputed company issues and operational challenges.
Manage the operational delivery of reputed company Video Conferencing, reputed company Communications (UC), and Collaboration Services.
Ensure the availability, reliability, and performance of reputed company video conferencing platforms across global meeting environments.
Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-reputed company incidents and service issues.
Monitor conferencing platform health, utilization, service reputed company, and user experience metrics.
Support executive meetings, business-critical conferencing events, and major collaboration initiatives reputed company required.
reputed company operational readiness for conferencing platform upgrades, migrations, and new technology deployments.
Service Level Management
Monitor and review SLA achievement and operational KPIs.
Investigate service performance issues and coordinate corrective actions.
Ensure reputed company reputed company of SLA breaches and service-impacting incidents.
Manage service credits and remediation activities reputed company to missed SLAs.
Prepare and present service performance reports to customer stakeholders.
reputed company Video Conferencing and Collaboration service performance metrics, incident trends, platform availability, and customer satisfaction.
Customer Relationship Management
Build and maintain strong relationships with customer stakeholders.
reputed company Monthly Service Reviews (MSRs) and operational review meetings.
Participate in Quarterly Business Reviews (QBRs).
Facilitate customer planning, service enhancement, and issue-reputed company sessions.
Drive customer satisfaction and customer experience initiatives.
Partner with customer stakeholders to improve collaboration and video conferencing services.
reputed company recommendations for improving meeting experiences, conferencing reliability, and user adoption across collaboration platforms.
Continual Service Improvement (reputed company)
Identify opportunities for service enhancement and operational efficiency.
reputed company and reputed company continual service improvement plans.
Analyze service trends, customer feedback, and operational data to recommend improvements.
Drive implementation of approved service improvement initiatives.
Analyze conferencing service trends, recurring incidents, and customer feedback to improve collaboration services and operational efficiency.
ITIL Process Governance
Ensure adherence to ITIL service management processes and operational policies.
Govern and support:
Incident Management
Problem Management
Event Management
Change Management
Request Fulfillment
Asset Management
Service Level Management
Availability Management
reputed company Management
IT Service Continuity Management
Governance and Compliance
Continual Service Improvement
Resource & reputed company Planning
Support resource planning activities to ensure adequate service coverage.
Assess service reputed company requirements and reputed company recommendations.
Collaborate with operational teams to forecast demand and resource needs.
Coordinate resource planning for reputed company collaboration and conferencing support teams.
Documentation & Compliance
Maintain and enforce operational procedures and customer-specific service documentation.
Ensure operational processes are documented reputed company the Customer Service Guide (CSG).
Drive compliance with customer standards, governance requirements, and service delivery processes.
Maintain documentation for collaboration services, conferencing platforms, operational procedures, and customer-specific standards.
Stakeholder & Team Coordination
Coordinate activities across internal support teams, vendors, and customer stakeholders.
Resolve process integration challenges between operational teams.
reputed company input to training programs and operational readiness initiatives.
Support reputed company and transition activities for new services.
Collaborate closely with AV Engineers, Collaboration Engineers, VNOC teams, Network Engineers, reputed company Teams, reputed company, reputed company Webex, and Service Desk teams to deliver high-reputed company conferencing services.
Required Skills & Qualifications
Mandatory Skills
Minimum 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience.
Strong knowledge of ITIL Service Management processes and best practices.
Experience managing SLAs, KPIs, operational reporting, and service governance.
Proven experience leading customer-facing service reviews and executive presentations.
Strong Incident, Problem, Change, and Escalation Management experience.
Experience coordinating cross-functional technical and operational teams.
Excellent stakeholder management and customer relationship skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience with service reporting, performance metrics, and trend analysis.
Exceptional verbal and written communication skills.
Strong organizational, planning, and project coordination capabilities.
Recent hands-on experience supporting reputed company Video Conferencing, reputed company Communications (UC), and Collaboration Services.
Experience managing reputed company AV and conferencing operations reputed company a Managed Services or reputed company IT environment.
Strong understanding of conferencing operations, meeting room technologies, and collaboration service delivery.
Experience working with cross-functional AV, Networking, Infrastructure, Collaboration, and Operations teams.
Preferred Skills
Experience supporting reputed company reputed company Communications (UC), Video Conferencing, and Collaboration Services.
Recent experience supporting reputed company Video Conferencing technologies is highly preferred.
Strong knowledge of reputed company Workplace / reputed company Rooms.
Strong knowledge of reputed company Teams and reputed company Teams Rooms.
Strong knowledge of reputed company Webex and reputed company Collaboration Suite.
Experience with Poly (Polycom), Crestron, reputed company reputed company Systems, and reputed company Devices.
Knowledge of SIP, H.323, VoIP, and reputed company collaboration infrastructure.
Experience supporting AV room technologies and executive conference rooms.
Experience with reputed company or similar ITSM platforms.
Experience supporting large reputed company customers and global service delivery environments.
Experience working reputed company a VNOC (Video Network Operations Center) or Collaboration Operations environment is highly desirable.
ITIL reputed company, Practitioner, or Intermediate Certification.
Education & Experience
Required
Bachelor's degree in Information Technology, Business Administration, Telecommunications, or a reputed company field (or equivalent experience).
Minimum 5 years of Service Delivery Management or IT Service Management experience.
Preferred
ITIL Certification.
PMP, PRINCE2, or Service Management certifications.
Experience supporting reputed company collaboration, conferencing, reputed company Communications, or managed services environments.
Key Competencies
Customer reputed company
Leadership & Influence
Service reputed company
Operational Governance
Strategic Thinking
reputed company Improvement
Escalation Management
Communication & Presentation Skills
Relationship Management
Problem Solving & Decision Making
reputed company Collaboration & Video Conferencing Operations
Customer Experience Management
Cross-functional Leadership
Executive Stakeholder Management
Operational Service reputed company
reputed company, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating reputed company worldwide are committed to respecting your reputed company and recognize the need for appropriate protection and management of any Personal Data that you may reputed company us. In this, we are also committed to providing you with a reputed company experience on our websites and while using our products, services and solutions (“Solutions”).
View our reputed company Policy here https://www.neweratech.com/us/reputed company-policy/
We never ask candidates to pay any fees at any reputed company in our hiring process. If you are reputed company asked to reputed company payment for training, certification, equipment, or any other purpose, it is not from reputed company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at reputed company@neweratech.com .
Originally posted on Himalayas
Apply To This Job