Service Delivery Manager

Client Support DK-1050, Copenhagen


Description

Position at J2 Cloud Services

About Keep It Safe:

KeepItSafe ® a brand of j2 Cloud Services Communications, Inc. (NASDAQ:JCOM), is a powerhouse in online data backup and Disaster Recovery. One of the few online backup and DR companies in the world with ISO 27001 certification; KeepItSafe ® has worked with customers since 2003 to ensure that their scheduled or continuous data backups are executed flawlessly and that data can be restored from any location at any time.

KeepItSafe ® is committed to providing fully managed and monitored online backup service, while continuing to expand the possibilities of online backup, and educate business owners on the risks of data loss.

Overview:

Reporting directly to the Director of Network Operations, the Service Delivery Manager will lead a team of highly professional technicians in multiple countries in the provision of industry leading Online Backup Technical Support.  Focus is on highest level of support services providing mission critical support requirements through the mediums of telephone and email. 

The European Technical Support Manager is a diverse and rewarding role, responsible for the “customer experience” throughout the lifecycle of the support request, from receipt to resolution and the management of backend infrastructure, from design to procurement. Customer base ranges from individual end users through to large, highly technical IT providers in multiple continents.

Job Duties:

Manage the European Support teams across Ireland, UK, Netherlands and the Nordics

  • Staff development: coaching, training and call monitoring is key in this position
  • Direct and oversee day-to-day operations to include delivering to SLAs and end-to-end quality targets. Ensure that team is resourced to meet response time SLAs
  • Manage escalations and escalates issues where appropriate.
  • Oversee delivery of telephone and email based support.
  • Identify and introduce proactive management support programs.
  • Manage team resources and capability to meet varying complexities of customers’ requirements.
  • Provide guidance and assistance to employees to ensure they are successful in meeting objectives.

Build processes and procedures to provide the best services possible to our customers through remote tools, phone services, courier services and partners.

  • Direct and oversee large scale customer migrations.
  • Direct and oversee backend infrastructure, from design to procurement.
  • Help in the planning and design of processes for support teams that streamline work to maximize output and simplify systems and work practices
  • Involvement in designing complex storage services solutions such as cloud backups, file sharing and Disaster Recovery
  • Review and maintain documentation for technical publications to ensure that technical policies are accurate.
  • Adheres to existing ISO certified delivery processes while continuously reviewing opportunities for improvements and efficiencies.
  • M&A involvement including due diligence, migration planning and integration of people and technologies

Customer Interaction

  • Deal with customer issues and case escalations
  • Provide support to sales and account managers
  • Manage vendor relationships

Job Requirements and Experience:

  • Functional technical knowledge of server/storage hardware,
  • Thorough understanding of multicultural working environment.
  • Proven ability to lead and manage highly technical team in fast growing and constantly changing environment.
  • Excellent verbal and written communication skills
  • Strong performance ethos and personal commitment for outstanding customer service.
  • Working knowledge of Customer Account Management.
  • Strong Team Player with effective motivational skills.
  • Excellent planning and organizational skills with effective follow-up and follow-through.
  • Strong process management, administration and numeracy skills.
  • Excellent analytical and decision-making skills.
  • Ability to work under pressure and priorities issues to ensure business standards and processes are achieved.

Education: University degree, Diploma or equivalent in either IT or business discipline is a plus

Must have skills:

  • 5 to 8 years people management in a technical customer services environment
  • Excellent coaching and people skills.
  • Experience working in a project based environment.
  • Experience working in a technical capacity within the IT industry with a proven track record in utilizing these skills

Nice to have skills:

  • Backup products and services experience (Asigra, Ahsay or other backup software).
  • Microsoft products
  • Virtualization
  • Storage solutions
  • Cloud services
  • Network/System Administration

Why work with us:

At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for and environment that rewards your best work.

j2 Global offers competitive salaries, health benefits, and company-sponsored events. If you are seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you. We offer a fun and friendly working environment where individuals are given the opportunity to learn, grown and build on their skills.

j2 Global is a technology-driven company built on entrepreneurial spirit, hard work and collaboration. We hire the best and brightest because we know it takes great people to make a great company. Through offerings from robust cloud-based brands, our technology and media content provides services and information that allows millions of people to stay connected, informed and empowered around the world.

J2 Global is an Equal Opportunity Employer.

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