Service Delivery Manager (US) - Applied Value Technologies

Location: United States - Remote - PT working hours required

Salary: $135K - $170 + up to 15% performance bonus, DOE 

About the Role: 

Applied Value Technologies is seeking a Service Delivery Manager  to supervise in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Client Solutions team, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. This position will lead a major managed services program and requires a diverse and flexible skill set for supporting a wide range of applications within our client's supply chain and e-commerce systems portfolio. Candidates must be passionate about technology, live for amazing customer service, thrive in a fast-paced environment, and demonstrate a strong sense of accountability.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling business by putting people first, and the Enterprise Products team is uniquely positioned to propel this work to the next level as the customer's needs act as the guiding compass, not the technology's limitations! 

About you: 

We are looking for someone to: 

• Own the end-to-end application support scope of work, including planning, organizing, scheduling, and supervising the day-to-day support activities, e.g., troubleshooting, customer service, approvals, and configurations
• Develop and manage the application support team by building strong relationships and driving active engagement
• Engage proactively with leadership to develop strategic plans, identify and solve problems, and effectively manage escalations
• Continuously monitor, measure, and report the application support team's performance, ensuring the team is performing at its dimensioned capacity and according to defined SLAs
• Coach and assist with training of all L1 and L2 team members to ensure the highest levels of customer satisfaction and collaborative working
• Drive improvements in the support experience and KPI performance across all Enterprise Products stakeholders
• Identify opportunities to eliminate recurring issues and increase automated detection and resolution
• Oversee clear and effective communication with all stakeholders, including end-user assistance where required until the issue has been resolved
• Ensure guidelines of change management, release management and application performance quality processes are strictly followed
• Observe and comply with client's policies and procedures for Health and Safety at Work and Equality and Diversity. Continually promote equal opportunities, health and safety and customer care in compliance with organizational aims and objectives

We want someone who is:

• Highly experienced leading global teams with an entrepreneurial mindset
• Passionate about collaborating with and leading teams toward a common goal
• Highly structured, obsessed with detail and organization
• A proactive and thoughtful communicator, both verbally and in writing
• A strategic thinker with a knack for breaking down complex problems and coming up with effective solutions
• Constantly thinking about how to improve themselves and their teammates

Some stuff you need:

• Bachelor's degree or equivalent professional experience required
• 5+ years of professional experience developing and leading a team of technical professionals
• Leadership experience in a 24x7 operation supporting enterprise software and systems
• Proven experience working with cloud-based productivity and collaboration applications, e.g. Microsoft 365, Google Workspace, Tableau, Asana, and LucidChart
• Experience with content migration strongly preferred
• Substantial exposure to high volume ticket queues and managing backlogs
• Experience working with cross-functional stakeholders at all levels to communicate issues while balancing business expectations
• Significant knowledge of new product/service release cycles and willingness to stay on the forefront of emerging industry best practices
• Fluency in English, both written and verbal, required
• Relationship skills that carry across the technical spectrum and multiple geographic locations

  Other stuff we'd like to see:

• Hands-on SQL experience building
• Deep expertise with support process development and automations

A little bit about us: 

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.   

We've got you covered: 

• Competitive salary + performance bonus
• Unlimited paid leave (2 weeks minimum)
• 100% employer-paid healthcare for employees (medical, dental, vision)
• 401(k) plan with match up to 4%
• 100% paid parental leave up to 16 weeks
• Up to $100 Learning & development allowance per month
• Up to $100 monthly Health & Wellness stipend per month
• Employee referral program
• 12 paid holidays annually

 Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.