As an increasing number of large enterprises move their critical systems to the cloud, the need grows for high-powered talent to work one-on-one with our top-tier customers, supporting both the software development lifecycle for cloud services and management of active services. The Service Delivery Manager will work one-on-one with our top-tier customers supporting the management of active services as well as working to align their business needs with Fuze’s offerings.

As the Service Delivery Manager, you will be the primary technical contact for 4 clients. Your primary responsibilities will be to:

• Proactively review customer dashboard and address any open issues and ensure consistent messaging and appropriate escalation internally and within external partnerships
• Champion and advocate for customer requirements within Fuze working directly with departments in engineering, sales, CSM to resolve customer issues
• Participate in customer requested meetings (onsite or via phone)
• Work directly with customers through phone, email, and case management system to provide technical ownership of the coordination and management of the solution for each customer
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concern
• Establish long-term relationships within assigned accounts while developing an understanding of the client’s needs while providing exceptional account management for all requests (business and technical)
• Successfully manage book of business: Onboard all new clients, continually provide advice and guidance, respond to client cases in designated SLA, provide FUZE best practices to ensure clients are achieving their business goals in alignment with FUZE practices
• Align with internal departments regarding platform enhancement and product issues or development requests
• Provide detailed reviews of service disruptions, metrics, and RFOs as needed
• Effectively communicate with project management teams to share best practise and continual development of internal processes to aid Fuze in providing a fully managed service for customers
• Regularly assess and monitor health of all cases, and provide regular status reports as required whilst taking ownership of P1 cases during business hours and be available afterhours
• Take ownership of high priority situations and take appropriate technical escalation action as required 
• Effectively communicate with Customer Success Managers for quarterly business reviews
• Host regular cadence at the customer request
• Provide key analysis of support case and trends 
• Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
• Knowledge on related industry protocols. (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
• Acquire and maintain current knowledge of Fuze solutions
• Actively contribute to our customer facing knowledge base with procedural instructions providing our customers self-service element
• Maintain appropriate account specific documentation

Required Skills, Qualifications, and Experience 

• The ability to resolve customer technical issues through diligent research, reproduction, and troubleshooting
• University Degree required, either BA or BSC in a technical related field
• Proficient with Linux (and / or other Unix), and familiarity at the command line is preferred
• 3-5 years Customer Service related experience
• Ability to prioritize and manage workload effectively
• Able to communicate verbally and in writing with customers in a professional and friendly manner
• Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timescales
• Strong verbal communication skills are required.