Manager, Service Delivery

Customer Relationship & Support Jersey City, New Jersey Somerset, New Jersey


PRIMARY RESPONSIBILITY:  Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non_standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


  • KNOWLEDGE/SKILLS/ABILITY: Invaluble knowledge of all facets of customer retention (CRM). Expert knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy. Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures. Specialist product knowledge in support of Rackspace standards. Ability to communicate technical info and ideas so others will understand. Exceptional people skills; the ability to engage and motivate staff.  
  • JOB COMPLEXITY: Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.  Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.  Ensures budgets and schedules meet corporate expectations.  Workflow management and prioritization. Responsible for minimizing downtime via proactive technical intervention.  Ensure all business processes are followed.  Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements.  Manages the development of a team of account managers and technicians. Participates with other senior managers to establish strategic plans and objectives.  Makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives. Erroneous decisions will have a serious impact on the overall success of functional, division or company operations. Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
  • SUPERVISION: Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel).  Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.  Provides mentoring and training to technical and account management team.
  • EXPERIENCE/EDUCATION: Bachelor's degree in Business or Computer Science required.  At least 4 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service.  A strong background in account management or demonstrative hosting-specific technical skills.  Drive to succeed.  ITIL Certification preferred.  Experience may not substitute for degree requirement. 
  • PHYSICAL DEMANDS: General office environment. High level of stress may occur at times.  No special physical demands required.  Heavy telephone usage.