SaaS Service Delivery Lead — Day-2 & Governance

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.

The 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, escalate 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 KPIs 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.