Remote Work: HybridOverview:At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world.Let's create tomorrow together.The Managed Services team is looking for an experienced Service Delivery Manager to be responsible for multi-region based clients.The successful candidate will be responsible for overseeing the delivery of managed services to our clients, ensuring high levels of customer satisfaction, and driving continuous improvement initiatives.Responsibilities:
Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and Problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance.
Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations, serving as the primary point of contact for service delivery-related matters.
Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts.
Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services.
Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations.
Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth.
Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions.
Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities.
Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement.
Stay abreast of industry trends, best practices, and emerging technologies in service delivery management, and apply this knowledge to enhance service offerings.
Mentor and coach team members to foster professional development and ensure high levels of performance and engagement.Qualifications:
Preferred Education: Bachelor's Degree required or equivalent experience.
Preferred Work Experience (years): Minimum of 8 years of experience.
Key Skills and Competencies:
Strong leadership skills to be able to lead a remote global multi-cultural team.
Strong qualitative, strategic, and problem-solving skills.
Demonstrated experience cultivating strong collaborative working relationships and contacts within work group and throughout the company.
Advanced working knowledge of Oracle and Salesforce.com systems. Understanding of service renewals business processes and tools.
Excellent interpersonal, communication, and relationship management skills.#J-18808-Ljbffr