Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Description
Overview
As a Service Delivery Manager, you will be responsible for overseeing and managing the operational services team responsible for maintaining and optimizing our Genesys-powered contact center infrastructure. The Service Delivery Manager will be a vital member of the COE PS Delivery team as she/he will be responsible for the Development and Execution of our Managed Services offering. The operational service delivery is a vital element of our overall Experience as a Service promise and is offered to our key customers. The role and service include coordinating service delivery, monitoring managed service performance, status and profitability, coordinating delivery resources, managing client expectations, and continuously improving the OSM processes next to the overall Strategic development of the actual offering.
You will be the primary interface both internal as with our active customers around our OSM offering. From that interaction, we expect solid client's business insight and a way to establish inroads into the organisation of the account to increase Genesys visibility and be responsible for all Genesys personnel incl. sub-contractors working on the engagement.
Key Responsibilities
- Team Leadership:
- Recruit, hire, and manage a high-performing team of OSM consultants
- Provide leadership, coaching, and mentoring to team members to foster professional growth and development.
- Establish clear performance expectations and goals, conduct regular performance reviews, and provide constructive feedback.
- Manage client relationships: The Service Delivery Manager will be responsible for maintaining relationships with Genesys Operational Service Management customers and ensuring their needs are met and provide regular updates on service delivery and respond to client inquiries and concerns.
- Coordinating service delivery: The Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different Genesys engagement teams to ensure that services are delivered in a timely and efficient manner. The role will entail managing all aspects of the Managed Service and DevOps, including day-to-day leadership of the delivery team risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting status, and assisting in tracking and resolving issues as the first escalation point.
- Monitoring service performance: The Service Delivery Manager will, in collaboration with the SEDs/Customer Success Manager. track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
- Ensuring compliance with service level agreements and maintaining budget: The SDM will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards. They will also be responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
- Continuously improving processes: Service Delivery Managers will continuously evaluate the Operational Service Management process and improve the processes to ensure that services are delivered efficiently and effectively.
- Achieve customer satisfaction goals.
- Next to the Operational execution; take responsibility to further develop and evolve the OSM service offering in alignment with our corporate services strategy
- Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
- Maintain quality relationships between our clients, strategic partners and/or third-party providers.
- Generate incremental license and services revenue through direct customer contact.
- Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
Qualifications and Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven 9+ years of experience in managing technical delivery teams in a contact center environment.
- Oversee and manage a 24/7 managed services team, including weekend and holiday coverage. Willingness to accept pager duty calls to ensure uninterrupted service delivery.
- Strong understanding of ITIL frameworks and methodologies.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Strong leadership and interpersonal skills.
- Ability to work under pressure and meet tight deadlines.
- Strong communication skills, both written and verbal.
Desirable Skills:
- Project Management Certification, e.g. Prince2, PMI.
- ITIL® 4 Managing Professional (MP) Certification
- Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.
Additional Considerations
- Certifications: Genesys certifications (e.g., GCP, GCA..) are highly valued.
- Experience: Possess in-depth knowledge of Genesys technologies, including Genesys Cloud Architect, GC Configurations, GC Integrations, and other relevant GC related skills.
- Industry Knowledge: Understanding of contact center operations and customer service best practices.
By joining our team as a Service Delivery Manager, you will have the opportunity to make a significant impact on our OSM operations and contribute to the overall success of our organization.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
