Service Delivery Manager
Kaseya
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
We are seeking a highly skilled and motivated service delivery professional to join our dynamic team. The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to our partners, ensuring that the organization meets its service level objectives (SLOs) and maintains high standards of customer satisfaction. This includes leading scheduled meetings, incident triage, root cause analysis, SLO management, and maintaining high levels of customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Effectively communicates and interacts with clients, and internal department team members.
• Gathers and tracks client requirements and specifications, including changes.
• Develops and maintains various client account documentation.
• Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.
• Prepares status reports to keep management and clients informed of project status and related issues.
• Recommends appropriate process and procedure revisions in support of continuous improvement.
• Coordinates, tracks and reports on quality assurance metrics and testing.
• Adheres to departmental objectives and metrics to provide a high level of client service
• Manage and oversee the delivery of holistic customer service offerings at the Help Desk.
• Manage all customer escalations and drive consistent and sustainable change.
• Develop and implement policies and processes to ensure consistent and efficient service delivery.
• Identify opportunities for improvement, optimization, standardization, and streamlining of customer support processes.
• Work closely with cross-functional teams to implement changes and enhancements that positively impact the customer experience.
• Analyze data and metrics to identify trends, patterns, and areas for improvement in service delivery.
• Collaborate with internal stakeholders to reduce the frequency and quantity of delivery failure points.
• Serve as the primary point of contact for escalated customer issues and ensure timely resolution.
• Stay informed about industry trends and best practices in service delivery and customer experience management.
• Ensure each practice is integrated and that each practice meets SLO and measurement standards.
• Responsible for the implementation and development of continual service improvement.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.