Service Delivery Architect
4 weeks ago
The Service Delivery Management Team at Relativity proactively supports our customers in meeting their goals and overcoming technical challenges encountered using the Relativity suite of products.
As a member of the Service Delivery Team, the Service Delivery Architect works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.
The Service Delivery Architect is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives.
This role requires Relativity experience and involves ongoing technical account oversight and managing the technical relationship with the customer.
The ideal candidate will have a robust understanding of projects impacting their service area and ensuring service impact is minimized.
They will help guide the resolution of critical customer incidents, initiate and lead Customer Action Plans as needed, and be accountable for the quality of Service provided.
The Service Delivery Architect will work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals.
They will drive internal service review meetings covering performance, service improvements, quality, and process, and partner with other senior level team members as needed.
The Service Delivery Architect will also maintain the flexibility to work any on-call schedules, or other time frames as needed or requested.
They will commit to and consistently demonstrate core company values and contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
The ideal candidate will have 10+ years in a technical role directly supporting customers, with proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
They will have strong written and verbal communication skills, ability to work efficiently under pressure, drive projects to completion and meet deadlines, and ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
The Service Delivery Architect will also have meticulous attention to detail, experience working in a SaaS, IaaS and/or Hybrid environments, experience with and knowledge of e-discovery industry and products, and experience troubleshooting Microsoft Azure.
This role reports to Senior Manager, Service Delivery Management and is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between $117,000 and $175,000.
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