Cloud Software Group Hiring For Service Delivery Manager at Remote Full Time

Position Summary:
A service Delivery Manager is responsible for maintaining strong customer relationships and improving services to maintain customer satisfaction. In practice, the Continuity & Performance Services (C&PS) team is primarily responsible for delivering the following operational services in customers’ Citrix production environment(s):

Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the C&PS monitoring system.

Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).

Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customers to initiate an effort to address.

Event management – investigate alerts received from the C&PS monitoring system and determine proper actions to address these alerts.

Request fulfillment – fulfill Citrix-related service requests received from the customer.

Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.

Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.

The C&PS Service Delivery Manager is responsible for managing a portfolio of accounts, including the above mentioned services, meeting all SLA’s and KPI’s. Assisting Services Sales teams with C&PS business development activities, managing the business of C&PS to achieve its target financial goals, and finding ways to leverage C&PS to influence achievement of Citrix’ corporate objectives. As such, the C&PS Delivery Manager should possess:

Formal experience in owning a portfolio of enterprise customers.

Experience in dealing with third party provided services

Exceptional customer-facing skills

Expertise in people management and leadership

Strong organizational & project management skills

Solid resource planning and problem solving skills

Excellent verbal and written communication skills

Able to interact with multiple service teams and drive final outcomes

Proficiency with practical application of ITIL processes/procedures and leading practices.

The success of the C&PS Service Delivery Manager will be measured by the ability to oversee the team to achieve its business objectives, guide delivery of C&PS services to clients in alignment with said business.

Primary Duties / Responsibilities:
Responsible for overseeing the C&PS portfolio of accounts, accountable for delivering technical account management, understanding customer goals, identifying and defining successes and challenges, developing and executing success blueprints, and facilitating issue resolution.

Engages the customer when necessary (primarily at the stakeholder executive levels) to serve as a point of escalation for incidents that require urgent action, lead difficult conversations regarding sensitive information, push back on requests to increase scope, and head off potential problems.

Directs the efforts of others in the achievement of the strategic and operational objectives of the customer.

Ensures delivery costs are within or better than the delivery costs committed within the approved Citrix account model.

Develops a customer-centric culture within C&PS of continuous improvement and innovation.

Ensures teams are documenting and recording all activity and communication with customers via phone and email per C&PS standards of quality and as appropriate.

Visits customers as needed to ensure renewals are secured and gain feedback on C&PS’s quality of service.

Aligns tightly with the sales team around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships particularly with stakeholders.

Responsible for the delivery of C&PS commitments to customers and ensuring an overall high level of customer satisfaction (NPS) across C&PS services.

Ensures teams are establishing clear and open lines of communications with our enterprise customers and implements an appropriate account governance model.

Demonstrate supervisory and leadership experience to guide a team as appropriate:

Function as “the face” of C&PS within the local geography.

Develop a technical sales foundation with good understanding of the Citrix Professional Services methodology and consultative selling motions.

Develop a foundational (basic) understanding of the components of the Citrix product portfolio and how they are managed in a production environment.

Qualifications (Knowledge, Skills, and Abilities):
Able to build relationships, influence people, drive change while working through roadblocks, and able to work with multiple different type of personalities.

Able to proactively sense and then diffuse tense situations and being comfortable having difficult conversations with customers and/or colleagues as part of doing so.

Able to adapt communication message and style to match the audience, ranging from C-level exec to IT administrator.

Customer relationship management experience with large/complex enterprise, customer-facing, and executive-level customer relationship and account management experience desired.

Experience serving as a customer advocate who is able to understand and articulate the needs of the client and deliver on those needs.

Experience in strategic planning, business process re-engineering, defining/developing KPI’s, and performance scorecards.

Self-starter and self-directing who requires minimal guidance and can drive from ambiguity to clarity.

Demonstrated ability to be agile and adaptable, based upon customer preferences and environment, and capable of guiding self and/or team to iteratively adjust plans as business environments change.

Ability to divest overall objectives into specific execution steps, and provide direction at a macro and micro level, as needed.

Demonstrated ability to effectively network across multiple functional areas within an organization.

Languages: English and relevant local language proficient

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.