Manager - Service Delivery Manager
Core
Trusted advisor providing proactive and reactive post-implementation support, managing escalations, and ensuring alignment with customer priorities for NICE solutions.
Role type
Senior Service Delivery Manager (IC)
Builds
Service excellence and customer success for designated enterprise accounts
Domain
Customer Support & Service Management for AI/Automation/Cloud Engineering solutions
Required skills
Escalation management, SLA monitoring, Root cause analysis, Technical communication, Stakeholder management, Mentoring engineers, Gap analysis, Day 2 readiness planning
Preferred skills
Subject matter expertise in NICE solutions, 3rd party integrations knowledge, Data-driven decision making, Flexibility in time-critical environments
Technologies
NICE Solutions, 3rd party integrations, Support management tools
Responsibilities
Manage critical issues and escalations for designated accounts; Analyze support activity and SR trends to ensure SLAs and CSAT; Facilitate problem resolution across internal teams; Establish relationships with customer technical teams; Identify barriers to product adoption; Oversee transition from Client Services to Customer Support; Mentor and coach engineers; Communicate customer requirements to R&D and internal stakeholders; Lead Root Cause/Best Practice sessions.
Seniority
Senior, hands-on IC with mentorship responsibilities
