At a Glance
- Tasks: Lead customer relationships and oversee service delivery for Five9 Managed Services.
- Company: Join Five9, a top cloud contact centre software provider with a team-first culture.
- Benefits: Inclusive environment, competitive salary, and opportunities for professional growth.
- Other info: Diverse team with excellent career advancement opportunities.
- Why this job: Make a real impact on customer experience while working with innovative technology.
- Qualifications: Experience in SaaS Managed Services and strong communication skills required.
The predicted salary is between 60000 - 75000 € per year.
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values every day results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Five9 is seeking a Service Delivery Manager to build and maintain positive customer relationships with Five9 Managed Services customers. The Service Delivery Manager is an integral role in managing existing Day 2 activities and will oversee day-to-day operations, performance, and governance. This position reports into the Director of Five9 Managed Services.
The ideal candidate has experience in SaaS Managed Services with an emphasis on ITIL-based Service Transition and Service Operations related to incident management, change management, service reporting, and governance. Project Management (PMP or Agile), critical thinking, problem-solving, organisation, and customer-facing communication skills are essential to the success of this role. Candidates will demonstrate a solid understanding of SaaS Managed Services environments and Support processes.
Five9 Service Delivery Manager key responsibilities include:
- Serve as Customer's primary point of contact for Five9 Managed Services to include technical account management and service desk.
- A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programmes of this size and scale.
- Develop and oversee communication plan between Five9, our customers and partners.
- Oversee customer governance and administration arrangements.
- Build and manage Day 2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery.
- Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition).
- Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution.
- Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature.
- Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer.
- Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services.
- Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalated issues internally, participate in account status reviews/QBRs (internal and customer-facing).
Required Qualifications:
- ITIL methodology experience with emphasis in Service and Incident Management.
- Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
- Reporting and analytics experience.
- In-depth understanding of KPI's and objectives around Service Management.
- Strong customer relationship skills and service orientation.
- Ability to work independently. Self-starter who takes initiatives.
- Strong written and oral communication skills.
- Managed Services / SaaS service management experience on a global scale.
- Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture.
- ITIL v3 or v4 Foundation Certification (minimum).
- 5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration.
- PMP or Agile/Scrum Project Management certification (highly preferred).
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Service Delivery Manager in London employer: Five9
At Five9, we pride ourselves on being an exceptional employer that champions a team-first culture and values diversity and inclusion. As a Service Delivery Manager, you will thrive in an environment that encourages innovation and personal growth, while enjoying the benefits of a collaborative workplace that prioritises employee well-being and authentic self-expression. With opportunities for professional development and a commitment to excellence in customer experience, Five9 is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you showcase your fit for the role and demonstrate your enthusiasm for joining the team.
✨Tip Number 3
Practice your communication skills! As a Service Delivery Manager, you'll need to convey complex ideas clearly. Try mock interviews with friends or use online platforms to refine your pitch and get comfortable discussing your experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our awesome team at Five9.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience in SaaS Managed Services and ITIL methodologies, as well as any relevant project management skills. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for customer experience and how you can bring joy to our clients. Don’t forget to mention specific examples of your past successes in service delivery or incident management.
Show Off Your Communication Skills:As a Service Delivery Manager, strong communication is key. In your application, demonstrate your ability to convey complex information clearly and effectively. This could be through your writing style or by providing examples of how you've successfully communicated with customers in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team at Five9!
How to prepare for a job interview at Five9
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL methodology, especially around Service and Incident Management. Be ready to discuss how you've applied these principles in past roles, as this will show your understanding of the framework and its importance in service delivery.
✨Showcase Your Project Management Skills
Whether you're a PMP or Agile certified, be prepared to share specific examples of how you've managed projects in the past. Highlight your experience with both traditional project management and Agile methodologies, as this role requires a blend of both.
✨Demonstrate Customer-Centric Thinking
Since the role revolves around building positive customer relationships, think of instances where you've gone above and beyond for a client. Share stories that illustrate your strong customer relationship skills and service orientation.
✨Prepare for Technical Discussions
As a Service Delivery Manager, you'll need to engage with technical leads and understand complex solutions. Brush up on relevant technical knowledge related to SaaS Managed Services and be ready to discuss how you've collaborated with technical teams to deliver successful outcomes.
