Technical Service Delivery Manager

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware.

We have an immediate need for a Service Delivery Manager based in South Africa.

Requirements

• A deep background in large outsourcing/service delivery organizations
• Must have excellent customer/vendor experience and passion to help customers/vendors with their software issues.
• A previous experience of managing high impact accounts.
• Ability to work and engage with customers, on need basis (on Weekdays and Weekends) on priority.
• Ability to create customer reports (customized if needed), prepare presentations and hold regular monthly meetings to walk through the reports.
• Extensive experience in managing difficult situations without letting stress or frustration build up, will be crucial.
• Must have empathy, good communication skills (written and oral) to work with customers, vendors, upper management, and team members.
• Strong oracle database technical skills, including a minimum of 5 years of oracle DBA experience (this is a must have)

Responsibilities

• Ticket management – assign, review, engagement, follow-up etc.
• Be the first point of contact for given customers’ asks/concerns outside the tickets.
• Responsible for delivering SLA/SLO’s and maintaining the conditions to achieve them.
• Accountable for the service delivery excellence to the client (and vice versa)
• Educate customers around the third-party support scope of work and ensure any out-of-scope asks are deflected, as the relationship matures.
• Prepare customer monthly reports and distribute accordingly.
• Work with Onboarding team to complete the defined onboarding tasks for new customers.
• Consolidate the weekly accounts’ progress and update the regional delivery manager on the same.
• Ensure Spinnaker Support and 3rd party vendor access to client environments
• Point of contact on holidays, weekends, PTOs for any customer requests, should the customers need engagement.
• Work with relevant team to offload non-technical work from the technical SMEs.
• Brings together ownership for the entire Service Delivery organization in front of client.
• Focal for definition and solutioning of new business requirements as customer evolves.
• Responsible for co-ordinating and onboarding new scope