About Us: CIS is a leading UCaaS (Unified Communications as a Service) provider, dedicated to delivering cutting-edge communication solutions to our clients. We specialize in UCaaS, CCaaS (Contact Center as a Service), and VoIP solutions, offering a seamless and comprehensive communication experience to businesses of all sizes. We are looking for a dynamic Service Delivery Manager to lead our service delivery team and ensure the highest level of customer satisfaction.

Job Description:

As a Service Delivery Manager at CIS, you will play a pivotal role in ensuring the successful implementation and ongoing support of our UCaaS, CCaaS, and VoIP solutions. You will be responsible for managing a remote team of experts and acting as the primary point of contact for all escalations, ensuring that our clients receive the best service possible. You will be at the forefront of our commitment to excellence and customer success.

Key Responsibilities:

• Team Management: Lead, motivate, and guide a remote team of service delivery professionals, fostering a collaborative and results-driven culture.
• Service Excellence: Oversee the entire post-sales life cycle, from project implementation, training, hardware delivery, and installation, to the final testing of both hardware and software solutions, ensuring a smooth transition to the go-live phase.
• Client Relationships: Develop and maintain strong client relationships, actively engaging with clients to understand their needs, expectations, and concerns.
• Escalation Management: Be the primary point of contact for all client escalations, taking ownership of issues, and ensuring prompt and effective resolution.
• Quality Assurance: Implement and maintain quality assurance processes and KPIs to monitor and improve service delivery performance.
• Resource Planning: Ensure optimal resource allocation and management to meet project deadlines and customer requirements.
• Technical Expertise: Stay up-to-date with industry trends, emerging technologies, and product developments in the UCaaS, CCaaS, and VoIP space.

Qualifications:

• Experience: Proven experience in service delivery management, preferably in the UCaaS industry.
• Team Leadership: Demonstrated ability to manage remote teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Technical Knowledge: Strong understanding of UCaaS, CCaaS, and VoIP solutions, including hardware and software components.
• Customer-Centric: Passion for delivering exceptional service and creating positive customer experiences.
• Escalation Handling: Proficient in handling client escalations and driving resolutions to the satisfaction of clients.
• Project Management: Well-versed in project management methodologies and tools.
• Problem-solving: Excellent problem-solving skills and the ability to make data-driven decisions.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Certifications: Relevant certifications in UCaaS, CCaaS, or project management are a plus.

Benefits:

• Competitive salary and benefits package
• Career growth opportunities in a rapidly expanding industry
• Work with cutting-edge technologies and solutions
• Collaborative and innovative work environment
• Supportive team culture and professional development

If you are a service-oriented professional with a passion for delivering exceptional UCaaS, CCaaS, and VoIP solutions, and if you have the experience and skills to lead a dynamic service delivery team, we want to hear from you. Join CIS and be a part of our commitment to excellence in the world of Unified Communications.