Associate Service Delivery Manager

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers.

Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at

The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting the partnering with a team of Technical Engineers working on Verint product suite and delivering technical and application related services to a dedicated customer account in the banking industry. The ASDM will serve as a customer-aligned resource responsible for supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives.

The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for the assigned customer.

• Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
• Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
• Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
• Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
• Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
• Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
• Identify opportunities for process improvement and make constructive suggestions for change;
  Attend regular meetings to discuss current status of operations and drive initiatives.
• Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
• Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
• Utilize Jira boardsto manage sprint activities, work intake, prioritization, and delivery tracking.
• Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
• Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
• Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
• Interface with Product House; keep up to date on new products and technologies and escalates issues per process.
• Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.
• Bachelor’s degree in Engineering,…