Senior Manager, Service Delivery

3 weeks ago

Portland, United States SADA Full time

Join SADA as a Senior Manager, Service Delivery, Enterprise Support Services

Your Mission 

As a Senior Manager, Service Delivery, Enterprise Support Services (ESS) at SADA, you will ensure our customers’ support issues are handled effectively. You will lead highly skilled support engineers focused on providing Google Workspace and Google Cloud Platform solutions. The Senior Manager, Enterprise Support Services is responsible to oversee key integration and product development initiatives to enhance customer experiences and organizational profitability. Manage client escalations effectively and maintain consistent engagement with team members to assess their professional well-being and performance. Develop and nurture strategic relationships with various stakeholders to ensure smooth operations and continuous improvement across the organization. Collaborate with leadership to identify and implement service enhancements and operational efficiencies., as well as being a SADA ambassador to our clients. Also, responsible for the day-to-day operations of the Enterprise Support team, ensuring high quality of service delivery. The Sr. Service Delivery Manager must also be technically adept with Google products and be able to seamlessly and effectively partner with other SADA work groups, our partners, and our customers. SADA ESS delivers 24x7 support from a variety of locations around the world.

Work Location: North America (Preferred in Pacific or Mountain Time Zone)

Typical Hours Worked: 9 AM - 6 PM local time zone.

U.S. Citizenship is required for this position. This person will oversee the support of the federal accounts .

Veterans are preferred.

Primary Duties Include:

Develop and implement support processes, training plans, staffing models, and team structure to support customer needs ensuring best quality support for our customers. Lead Integration programs b/w SADA & Insight along with different teams to deliver a seamless experience. Develop service offerings of support and assist sales organizations to enhance support impact on companies' revenue and profitability. Collaborate with key stakeholders from SADA and Insight to develop the GCP MSP product and GTM strategy. Produce, analyze, and distribute service delivery metrics and performance data to identify trends, areas for improvement, and opportunities for innovation and optimization. Develop and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to ensure effective communication and collaboration. Manage the support response process with ongoing evaluation of success metrics. Analysis - review the impact and results of your support work Monitor productivity and customer interactions to ensure Support Engineers are meeting the standards of customer service. Manage client escalations and ensure timely and effective resolution of issues, working closely with cross-functional teams as necessary. Provide coaching and assistance to call center agents on an ongoing basis. Check in with all team members periodically (monthly, quarterly) individually to assess their job satisfaction, workload, team dynamic, etc. Assist with client onboarding tasks. Collaborate with internal SADA teams such as Cloud Engineering team, Solution Engineering team to identify customer needs.  Collaborate with the rest of the leadership team to identify opportunities for service improvements and drive continuous improvement initiatives.

Pathway to Success 

#MakeThemRave is at the foundation of all our Enterprise Support Services team. Our motivation is to provide customers with an exceptional experience in all aspects of their interactions with our support and managed services teams.

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to provide the highest quality of support, customer feedback at the close of service tickets, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.

As you continue to execute successfully, together we will build a customized development plan that leads you through the engineering or management growth tracks to fulfill your personal goals.

Expectations

Required Travel - 20% travel to customer sites, conferences, and other related events.

Customer Facing - 60% interaction with customers.

Onboarding/Training - The first three weeks of onboarding are dedicated to learning and will encompass learning materials/assignments, compliance training, and meetings with relevant individuals. Details of the timeline can be provided closer to the start date.

Job Requirements

Required Qualifications: 

15+ years of experience in service delivery management, with a focus on technical support services and cloud-based solutions. 8+ experience in Service Management, establishing standards, setting up governance and best practices including IT Infrastructure Library (ITIL). 7+ years of experience utilizing/supporting cloud database platforms. Strong leadership and team management skills, with a proven ability to motivate and mentor team members to achieve their goals. Experience with Google Workspace or Google Cloud Platform. Familiar with contact center tools, systems, and methodologies. Excellent communication skills (both verbal and written). Ability to communicate ideas clearly and concisely. Open to being on call for weekends and after hours. Must be highly organized and detail-oriented. Successful at working in a team culture. Excellent verbal, written, and presentation skills. Strong problem-solving and Analytical/Reasoning skills.

Useful Qualifications:

Experience with Google Cloud Platform, AWS, or Azure Experience with Google Apps (Gmail, Sites, Docs, Video, Postini) Strong understanding of administration (user accounts, permission models, access control) Experience supporting, troubleshooting, and maintaining ServiceNow

The base salary range for this full-time position is $115,000 and $125,000 + company bonus + benefits. Within the range, individual pay is determined based on job-related skills, experience, relevant education/certification or training, and work location.

  • Senior Service Engineer IS

    4 weeks ago

    Portland, United States Providence Health & Service Full time

    Description This position is remote and can sit in the footprint of Providence in the states of AK, WA, OR, CA, TX and MT. Senior Service Engineers work in partnership with developers, testers, and program managers (typically early in the development process) to design, operate, grow, and improve large-scale, computer-based services offered to IS, non-IS and...

  • Service Delivery Manager

    4 weeks ago

    Portland, United States NTT DATA Full time

    Req ID: 285517 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a [[Program Manager / Service Delivery Manager]] to join our team in [[Portland]], [[Oregon]], [[USA]].Service...

  • Service Delivery Manager

    4 weeks ago

    Portland, United States NTT DATA Services Full time

    Req ID: 285517  NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a [[Program Manager / Service Delivery Manager]] to join our team in [[Portland]], [[Oregon]],...

  • Amazon DSP Delivery Driver

    2 weeks ago

    Portland, Oregon, United States Amazon Delivery Partners Full time

    Amazon Delivery Partners N Horseshoe Ave [Parcel Delivery / Courier] As a Delivery Driver at Amazon Delivery Partners, you'll: Drive a delivery van to drop off Amazon packages to customers within the community; Follow strict safety standards on and off the road; Interact with Amazon customers and the public in a professional and positive manner; Use handheld...

  • Senior Food Service Attendant

    3 weeks ago

    Portland, United States Providence Health & Service Full time

    All Food Service staff must provide a high level of customer service for patients, family members, volunteers, physicians and staff. The Service Excellence Standards of Behavior guidelines must be adhered to at all times. Providence caregivers are no Food Service, Service Attendant, Attendant, Senior, Customer Service, Retail, Healthcare, Food

  • Senior Customer Service Representative

    4 weeks ago

    Portland, United States Providence Health & Service Full time

    Associate Customer Service Representative- HME Access- Portland, Oregon Schedule: Full Time, Day Shift, M-F (8:00 am to 5:00 pm) The Associate Customer Service Representative is the primary point for all Home Services Business Office and HME Access S Customer Service Representative, Customer Service, Medical Equipment, Representative, Senior, Retail,...

  • Luggage Delivery Driver

    1 month ago

    Portland, Oregon, United States Portland Oregon Delivery, LLC Full time

    Job Title: Lost Luggage Delivery DriverCompany: Portland Oregon Delivery, LLCLocation: Portland, ORPosition Type: Contract 1099Job Description:Are you a reliable and self-motivated individual with a passion for helping others? Portland Oregon Delivery, LLC is seeking a dedicated Lost Luggage Delivery Driver to join our team. As a contract driver, you will...

  • Luggage Delivery Driver

    1 month ago

    Portland, United States Portland Oregon Delivery, LLC Remote Work Freelance Full time

    **Job Title:** Lost Luggage Delivery Driver **Company:** Portland Oregon Delivery, LLC **Location:** Portland, OR **Position Type:** Contract 1099 **Job Description:** Are you a reliable and self-motivated individual with a passion for helping others? Portland Oregon Delivery, LLC is seeking a dedicated Lost Luggage Delivery Driver to join our team....

  • Senior Food Service Attendant

    2 weeks ago

    Portland, Oregon, United States Providence Health & Service Full time

    Join our Food Service Team!All members of the Food Service team are expected to offer exceptional customer service to patients, family members, volunteers, physicians, and staff.Adherence to the Service Excellence Standards of Behavior is mandatory.We are looking for individuals who are dedicated to providing top-quality service without exception.Positions...

  • Delivery Driver

    2 months ago

    Portland, United States RS Delivery Service Inc. Full time

    Load your company provided package van at the station in NE Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed. We work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Delivery Driver

    2 months ago

    Portland, Oregon, United States RS Delivery Service Inc. Full time

    Load your company provided package van at the station in NE Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed.We work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Delivery Driver

    1 month ago

    Portland, Oregon, United States RS Delivery Service Inc. Full time

    Load your package van at the station in Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed. routes pay between $900 up to $1300 per weekWe work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Delivery Driver

    1 week ago

    Portland, United States RS Delivery Service Inc. Full time

    Load your company provided package van at the station in Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed. routes pay between $900 up to $1300 per week We work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Delivery Driver

    1 month ago

    Portland, United States RS Delivery Service Inc. Full time

    Load your package van at the station in Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed. routes pay between $900 up to $1300 per week We work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Delivery Driver

    2 weeks ago

    Portland, Oregon, United States RS Delivery Service Inc. Full time

    Load your company provided package van at the station in Portland drive to Longview to deliver your packages , drive back to the FedEx station to end your day. No CDL needed. routes pay between $900 up to $1300 per weekWe work Mon-Fri or Tue-Sat and split schedules. Our support team will train you how to do everything for this job. No health benefits.

  • Senior Pre-Service Specialist Remote

    2 weeks ago

    Portland, Oregon, United States Providence Health & Service Full time

    Senior Pre-Service Specialist *Remote California ReqID: 280996Job Category: Revenue Cycle OperationsSchedule: Full timeWork Location: Providence Office Park Portland Bldg 1-PortlandShift: DayDescriptionProvidence is calling a Senior Pre-Service Specialist who will work remotely within our footprint states, AK, CA, OR, WA, TX, NM, or MT.Under the direction of...

  • Senior Pre-Service Specialist Remote

    2 weeks ago

    Portland, Oregon, United States Providence Service Full time

    Description*Providence is calling a Senior Pre-Service Specialist who will work remotely within our footprint states, AK, CA, OR, WA, TX, NM, or MT.Under the direction of the Pre-Service Supervisor/Manager/Director, the Senior Pre-Service Specialist has a clear understanding and knowledge of all functions performed by Pre-Service. They are responsible for,...

  • Senior Estimator- Kiewit Power Delivery- Midwest

    1 month ago

    Portland, United States Kiewit Infrastructure Co. Full time

    ** Senior Estimator- Kiewit Power Delivery- Midwest** Location: Lenexa, KS, US **Requisition ID: **133800**** **Job Level: **Senior Level**** **Department: **Estimating**** **Market: **Power**** **Employment Type: **Full Time**** ****Position Overview**** The Kiewit Power Delivery Midwest Regional Senior Estimator is a career-level professional focused on...

  • Senior Project Controller

    3 weeks ago

    Portland, United States Kiewit Corporation Full time

    As a Senior Project Controller, you will support multiple projects in accounting and finance related functions. In many cases, Sr. Project Controllers are directly assigned to our largest ($200 M ) and most important projects. The Sr. Project Control Controller, Delivery, Continuous Improvement, Power, Project, Project Manager, Business Services

  • Senior Project Manager Delivery Portland, ME, USA

    1 month ago

    Portland, United States Arkatechture Full time

    At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve. We started in 2012 with a passion for data, business, and getting things done. We are a team of data lovers and technical experts who use our skills to help businesses big and...