Manager (Product Implementation & Support)

We are looking for a passionate Service Delivery Manager (SDM). You will be leading efforts to ensure customers continue to get value from Icertis implementations. This role ensures Application Enhancement and Application support services are delivered seamlessly to clients. You will be leading the IROS (Icertis Run and Operate) Service for customer. This is an opportunity to work in a fast-paced start-up, learn the Icertis platform and CLM domain, and become an expert on how customers use Icertis.

The service delivery manager is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions. 

Responsibilities :

• Overseeing Service Delivery: Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations. 
• Managing Teams: Leading project teams and coordinating with various teams to resolve issues. 
• Monitoring Performance: Tracking key performance indicators (KPIs) and ensuring high performance levels. 
• Budget Management: Managing budgets and finding ways to reduce costs without compromising service quality. 
• Customer Relationship: Maintaining strong client relationships and addressing their needs and feedback. 

Skills:

• Leadership: Strong leadership and team management skills. 
• Communication: Excellent communication skills for interacting with clients and team members. 
• Problem-solving: Ability to troubleshoot and resolve issues effectively. 
• Project Management: Proficiency in managing application enhancements workstream and tracking progress. 
• Customer Service: Strong focus on customer satisfaction and service improvement. 

Qualifications:

• 10+ years of prior experience with SaaS Implementation, Application Enhancements and Application support for large Global customers/organizations. 
• Demonstrate a good understanding of SDLC (e.g. agile process), project management, and support processes (E.g. ITIL ).  
• Excellent written and verbal communication skills, discretion, and excellent judgment. Very strong business analytical skills with an eye for detail 
• Manage cross-functional interactions with Icertis internal teams - e.g. Product Management, Customer Support, and Cloud Operations and be the point of contact to drive toward successful implementations. 
• Ability to multitask and prioritize effectively and handle shifting priorities efficiently and professionally. 
• Critically evaluate information gathered from multiple sources and reconcile conflicts. 
• Must have direct client engagement experience over multiple end-to-end implementations.  
• Show an acumen to correctly interpret trends and patterns from available data and to formulate effective strategies to achieve program/project objectives.  
• Excellent interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts. 
• Bachelors degree or equivalent experience with a keen business sense is required. MBA and/or experience in Management Consulting is preferred. 
• Progressive experience in managing enterprise SaaS implementations - analyzing, troubleshooting, and debugging customer issues will be useful. 
• Superb time management and ability to juggle multiple tasks under strict deadlines. 
• Knowledge of SaaS, Microsoft technologies, and Cloud services 
• Six SIgma, ITIL, PMP or other certifications required.