Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager (SDM) for SPS will oversee the delivery of UDT's managed services to strategic accounts, ensuring high customer satisfaction, operational excellence, and alignment with contractual obligations. This role serves as the primary point-of-contact for service-related matters and collaborates closely with UDT NOC Leadership, Account Managers, Customer Success, and technical teams on the SPS division. You will work actively to drive adoption, as well as act as the voice of the customer internally at UDT.

A great candidate will be passionate about collaboration and building strong relationships, both with customers and internal teams. You thrive when working in cross functional teams.

Responsibilities

• Establish a trusted advisor relationship across the customer organizations - from Executive Sponsors to day-to-day contacts, to ensure customers derive value from UDT Services and Support.
• Function as the customer's single point-of-contact for problem identification and resolution for issues that stem from UDT services.
• Partner with Customer Success and Account Managers to build success plans for customers that outline their critical success factors, metrics, and recommendations.
• Partner with various SPS technical teams to identify solutions to escalated issues.
• Supervise and facilitate the customers' adoption of our solution features and their overall business needs as they relate to our products.
• Proactively generate, audit, and deliver various KPI reports outlining UDT's KPI performance following customer delivery dates.
• Manage service requests to ensure full utilization of technical resources.
• Lead meetings with NOC and other management teams to address customer needs.
• Align customer business and technology needs through strategic recommendations
• Achieve/exceed annual customer satisfaction targets and other defined KPIs.
  • Proactively address dissatisfaction and onboard feedback with the intent to immediately resolve.

Qualifications & Experience

• 5+ years of technical account management experience
• 3+ years in ISP, Networking, or Telecom environments
• 3+ years of experience communicating technical subjects to diverse audiences, including C-level stakeholders.
• 3+ years aggregating data from multiple sources to prepare and delivery monthly/quarterly business reviews.
• 3+ years of experience creating reports and delivering presentations to various levels of stakeholders.
• In-depth knowledge of the Microsoft Office Suite, primarily Excel, Word, and Power Point.
• Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
• Knowledge of Connect Wise, MSPBots, and RMM Solutions, a plus.
• Proven track record working in driving customer adoption and retention. Experience handling renewal discussions as well as discovering and remediating signs of potential customer churn.
• Experience being self-sufficient and managing multiple accounts.
• Strong communication skills and technical aptitude

Education & Skills Required

• Bachelor's degree in information technology or business is required.
• Relevant certifications such as: ITIL, HDI, V3, MCP, SDI, CSM, preferred.
• Proficiency in MS Office Suite.
• Additional certifications or professional development units (PDUs) are a plus.

Travel

• Must be able to travel to customer locations and offsite meetings.
• 50% or more travel

What UDT offers you

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to the organization. UDT's Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status