Associate Service Delivery Manager

Principal Duties and Essential Responsibilities

• Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
• Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
• Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
• Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
• Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
• Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
• Identify opportunities for process improvement and make constructive suggestions for change; Attend regular meetings to discuss current status of operations and drive initiatives.
• Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
• Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
• Utilize Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking.
• Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
• Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
• Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.