Service Delivery Manager

Role Overview

• Serve as Customer’s primary point of customer contact for Five9 Managed Services to include technical account management and service desk
• A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale
• Develop and oversee communication plan between Five9, our customers and partners
• Oversee customer governance and administration arrangements
• Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery
• Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition)
• Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution
• Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature
• Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer
• Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services
• Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

Requirements

• 5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration
• Available for LATAM working hours
• ITIL methodology expertise with emphasis in Service and Incident Management
• Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
• Reporting and analytics experience
• In depth understanding of KPI’s and objectives around Service Management
• Strong customer relationship skills and service orientation
• Ability to work independently. Self-starter who takes initiatives
• Strong written and oral communication skills
• Managed Services / SaaS service management experience on a global scale
• Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture
• ITIL v3 or v4 Foundation Certification (minimum)
• PMP or Agile/Scrum Project Management certification (highly preferred)

Tech Stack

• ITSM
• PMP

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• Short & Long-Term Disability
• Basic Life Insurance
• 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.