Service Delivery Manager / OPS4677

View all Sungard Availability Services jobs Service Delivery Manager / OPS4677 Position Description:Travel: Max-10%Scope of Position: This position has no supervisory, financial, or budgetary responsibilities. The SDM is responsible for building and maintaining a successful relationship with complex managed services customers from just prior to contract signing through successful implementation of their contracted services and reoccurring operational activations. The SDM is responsible for the overall performance for maintaining a strategic proactive relationship through all phases of the customer life cycle. Including delivery, recurring operations and sales support. A focused emphasis as a technical liaison with other Sungard business units delivering specific services and support. The SDM is required to be a subject matter expert in information availability and managed services support. Candidate must have a strong understanding of Sungard product offerings and strategic relationships across all Sungard business units.Delivery support includes: • Project management for complex customer solutions. • Ownership and management of mission critical uptime. • Management direction for a dedicated team of operations and engineering personnel.Recurring operations support include:• Maintaining the customer relationship at all levels of the organization.• Identifying areas of improvement and supporting all existing contracted services.Sale Support includes:• Support for discovery and definition of customer requirements, architecting, designing, and assisting in customer presentations for all solutions as requested by the Sales Account Team.Basic Function: To manage overall customer satisfaction by ensuring exemplary service delivery. Manage the customer relationship by providing representation through end-to-end ownership of customer related activities. Candidates must posses the technical skills to recognize which center of excellence is required to be engaged in the required customer support focus. Manage the customer relationship by providing representation and end-to-end ownership of customer related issues.Position ResponsibilitiesCustomer Relationship Management:• Ensure the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives. Maintain overall customer technical requirements so that risks, opportunities and areas of service delivery improvements can be identified.• Correctly set operational expectations with customers. • Be the customer’s advocate within SunGard. Understand their business, production and testing requirements, critical windows, and potential impacts.• Maintain a close working relationship with the Operations staff that supports your customers. Using this relationship to accomplish goals that are in the best interest of the customer.• Maintain an open line of communication with Sales. Ensure they are made aware of the following:• Operational and facility issues impacting the customer’s production service.• Present new organic business opportunities.• Support the Sales Organization with pre-sales tours, conference calls, or meetings, as required.• Deliver weekly business and project status reports on all activities to customers and Sungard Complex Customer Care Director.• Work with project implementation, sales and consulting on providing on-time deliverables for contracts, statements of work, assignment of tasks to insure consistent traction of time lines to deliverables. • Work with the Implementation team on new contracts or add on services. Be engaged in the process and assist where necessary. Ensuring we are maintaining customer satisfaction.• Provide subject matter expertise of testing and managed services processes and procedures for customers and Sungard service delivery teams.• Assist in identifying customer recovery requirements including scheduling, traditional hotsite testing, co-location strategies, dedicated solutions, managed services, customer (hybrid) solutions and testing services.• Maintain a high level of customer satisfaction through service delivery success.Policies, Procedures, Tools, Techniques:• Maintain an in depth knowledge of the tools required to support customer requirements.• Maintain an in depth knowledge of the process and procedure utilized for Managed Services and Recovery.• Maintain an in depth knowledge of the current SunGard problem and change tracking system. • Utilize this system to monitor problem and change requests for your customers.• Review and understand the SunGard policy regarding change management. Ensure your customer requests stay within the defined guidelines.• Remain familiar with existing products and services, as well as new services once defined.• Maintain familiarity of SunGard’s current customer provided portal. Be able to assist with basic troubleshooting questions from your customer.• Utilize the defined Customer Meeting templates for documenting regularly scheduled meetings and follow up issues and actions.• Keep the Customer Service algorithms reporting totals up-to-date as customer contractual changes occur or as customer activity levels change.• Submit monthly reports to Management on a timely basis.Miscellaneous: • Assist in mentoring other Complex Account Managers and Customer Care staff members.• Additional projects or tasks as assigned by your Manager.Qualifications:• College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.• Subject matter expert in disaster recovery, business continuity and managed services as it pertains to customer’s production & testing requirements.• Strong understanding of Sungard product offerings across the continuum of services. • 5+ years experience working directly with customers.• 3 - 5 years technical experience in a customer centric company.• Experience supporting SAP or Oracle E-Business Suite applications• Excellent written & verbal communication skills.• Excellent organizational & time management skills.• Good project management skills.• Good problem solving & decision making skills.• Good PC skills, word processing, spreadsheets.• Excellent working knowledge and experience in planning, design, deployment and operational support of Data Center infrastructure, operating systems, databases and applications. • Understanding of current information technologies.• Ability to learn quickly & work independently.• Ability to handle multiple tasks in a fast paced, changing environment.• Ability to gain & maintain trust.Other Desired Experience:• Experience Managing a Data Center or other IT related management experience.• Experience with IT Managed Services.• Project Management Certifications.SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V