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Service Delivery Analyst
2 months ago
ABOUT LVT
We're on a mission to make the world a safer place. LVT (LiveView Technologies) is the world's leader for enterprise and physical security platforms and security data & analytics software. Our solutions are found in every state and across the Fortune 500. We've seen tremendous growth over the last few years and need amazing people to help build the future.
THE OPPORTUNITY
Reporting to the VP of Strategy & Operations (S&O) - and partnering closely with the Head of Service Delivery and the leadership team - the aim of the role will be to drive, to accelerate, to optimize, and to create a more efficient and effective customer support, implementation, and field service organization.
We are building this team from the ground up and as one of founding members, you will be a critical player to help us evolve our foundations and build to the next phase of growth..
IN THE FIRST 90 to 120 DAYS, YOU WILL:
- Develop strong relationships within Service Delivery leadership team, Services Operations, and Field Service teams.
- Lead & conduct analysis that will support our planning and investment motion for our post-sales teams.
- Build and identify metrics and measurements to drive stronger operational efficiency
- Build a reporting suite that quantifies the impact of post-sales programs and highlights areas for improvement.
- Partner and inform our Post-Sales tech stack strategy with the leadership, IT Ops, and the S&O team.
- Help identify and prioritize initiatives and processes that create deeper operational effectiveness across.
- Help drive and optimize the work order management process across our post-sales teams (Technical Support, field service partners).
- Dedicated Learning: A minimum of a B.S.
- Role Related Experiences: 3-5+ years of experience in a Service Operations or Field Service Operations role at a growing technology company.
- A Problem-Solving Machine: Deep analytical skills / business acumen, strong technical abilities (Excel/SQL), working GTM tool knowledge (ServiceNow, Salesforce, etc.), and communication skills to drive Director-level conversations.
- No Stranger to Technical Supportor Field Services: Previous hands-on engagement with call routing & real-time operations, second-level escalation pathing, and optimizing work order management for internal and 3rd-party vendors.
- A Process Lover: Deep experience in building, implementing, optimizing, and simplifying service teams
- A Lifelong Learner: You never stop learning. Your intellectual curiosity drives your growth - no external motivation is required. You see the value of learning about 'all things.' You find that understanding how things work and the hidden relationships that exists between topics allows you to create new and innovative solutions.
- A Problem-Solver: You don't shy away from challenges; you welcome them with open arms. You have a keen strategic mindset that allows you create structure in ambiguity by breaking-down problems to its root-causes, identifying potential solutions, and creating outcomes that take into consideration all potential implications. You are an ultra-structured problem-solver who produces zero-defect analysis that informs your data-driven recommendations.
- A Leader: You can navigate and influence across all levels and all departments of an organization with the ability to lead, manage, and guide those who may not directly report to you to drive the right outcomes. You are results-driven, authentic in all that you do, and know how to effectively move an organization without being overbearing. You have the keen ability to see the 50k foot view then zoom-in, with scalpel-like precision, to the ground level and execute.
- A Catalyst: You are an agent of change and an accelerant to everything you touch; you simply just make things better. You turn insights into action. You LOVE having fun but also know when to roll-up your sleeves and get to work.
EOE STATEMENT
Be Yourself. LVT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
BENEFITS
Competitive Compensation (Salary, Bonus, Equity). 401(K), Subsidized Health, Vision, & Dental. Voluntary Life Insurance. Wellness Programs. And, best of all, amazing people.
