Associate Service Delivery Manager, NOC Services

Associate Service Delivery Manager, NOC Services - Bengaluru at Kaseya

Kaseya 365 - Everything needed to manage and secure your endpoints.

We are currently seeking a seasoned Service Delivery Manager with a minimum of 8 years of relevant experience to enhance our team as a dynamic individual contributor. The ideal candidate will demonstrate proficiency in guiding service delivery processes and adeptly utilizing tools such as Kaseya RMM, monitoring and ticketing tools, Power BI, Excel, Salesforce, and PowerPoint. This role is pivotal in enhancing customer satisfaction and driving business growth.

We are seeking a professional with a minimum of 8 years of experience in service delivery management or a related field. The candidate should have mastery over tools such as Remote monitoring and ticketing tools, Power BI, Excel, Salesforce, and PowerPoint. The role requires excellent project management skills with the ability to manage multiple initiatives simultaneously.

The candidate should possess excellent articulation and interpersonal skills to effectively engage with customers and internal stakeholders. A proven track record of developing and implementing churn prevention, retention, and renewal strategies is essential. The role involves analyzing service performance metrics and generating reports for stakeholders.

The candidate should be able to collaborate effectively with account management teams to identify upsell opportunities and address customer feedback. This role requires a 100% in-office presence and involves 24*7 shift work at our Bengaluru office location in India.

Please note that due to the customer-centric nature of this role, shift timings may vary based on the customer s time zone. Currently, the shift is scheduled to start from 06:00 PM (as per IST zone), aligning with USA business hours (EST). However, it is important to note that the management reserves the right to adjust the shift timing as required by business needs.

As a Service Delivery Manager, your role will encompass a broad range of responsibilities. You will be instrumental in leading the onboarding process for new clients, ensuring a seamless transition and effective implementation of our services. Your role will also involve maintaining engagement with our existing customers through regular communication and proactive relationship management. You will be tasked with formulating and executing strategies aimed at minimizing customer attrition and maximizing retention. A key part of your role will be to analyze EHR margins and profitability with the objective of optimizing our service delivery processes and enhancing our financial performance. You will also be responsible for identifying upselling opportunities based on customer needs and preferences and working in collaboration with account management teams to stimulate revenue growth. Additionally, you will be collecting and analyzing customer feedback to identify areas for improvement and boost overall satisfaction. Lastly, you will be responsible for compiling and presenting Quarterly Business Reviews (QBRs) to evaluate service performance metrics and discuss strategic initiatives with key stakeholders. Your role will be crucial in upholding the high standards of our service delivery and ensuring customer satisfaction.

Your core responsibilities in this role encompass various aspects of service delivery and customer satisfaction:

In order to excel in this role, the following qualifications and attributes are essential:

In conclusion, successful candidates will combine technical expertise, effective communication, and a customer-centric approach to deliver positive outcomes in service delivery and client satisfaction.

Join the fastest growing tech company in India. Earn a competitive compensation package that allows you to focus your attention on your passion for an exciting career!

If this sounds like the right career to fit your personality and interests, please apply, we are looking forward to meeting you!

Join the Kaseya growth rocket ship!

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

Join the Kaseya growth rocket ship and see how we are #ChangingLives!

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