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Service Delivery Manager

| Greater Boston Area

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. 
Read Full Job Description


We're right in the heart of Copley Square with plenty of restaurants & bars in the area. The office is easy to get to with train & bus stops nearby.

An Insider's view of Fuze

What are some social events your company does?

Once a quarter, we host a theme party in our offices to get everyone together. Fuze Cruise, summer camp, Halloween, and a holiday party with a cookie swap to name a few of the recent ones. We also have a softball league during the summer and fall, and have done a few volunteer outings at local charities.


Marketing Director

How do you collaborate with other teams in the company?

Fuze understands the importance of hiring the right people, preparing them to succeed and creating a culture of collaboration that mirrors that of the solution we sell.


Account Executive

How has your career grown since starting at the company?

Working at Fuze since 2014 has been immeasurably rewarding both personally and professionally. I've made lifelong friends, rubbed shoulders with business leaders from coast to coast, and taken my career to a level I didn't think possible.


Area Director, New England

What unique initiatives do you have that encourage innovation?

We look for people who have high energy and are up for a challenge. We're in the business of transitioning enterprises to the cloud with communication and collaboration software. Our market potential is massive when you think about the millions of knowledge works in global enterprises today.



What are Fuze Perks + Benefits

Fuze Benefits Overview

At Fuze, we believe in the power of our employees. Great employees build and support innovative products and make sure our customers are happy with the services we provide. With that, we offer a variety of perks and benefits to ensure our employees feel empowered.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fuze offers an FSA and HSA to help employees cover out-of-pocket costs with pre-tax contributions.
Disability Insurance
Fuze offers disability insurance for all employees.
Dental Benefits
Fuze offers dental plans for each employee.
Vision Benefits
Fuze offers vision plans for each employee.
Health Insurance Benefits
Fuze offers a variety of health insurance plans for each employee.
Life Insurance
Pet Insurance
Wellness Programs
Fuze offers discounts to select area gyms.
Retirement & Stock Options Benefits
Company Equity
Fuze offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Depending on the role, employees are eligible for a performance bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Fuzers work the hours they need to get their jobs done. This allows them to create flexibility in their schedule when needed.
Remote Work Program
Fuze has an official Work from Anywhere policy, in which employees can work with their managers to develop a personalized work schedule.
Family Medical Leave
Fuze offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexible time off is unlimited and available to full-time employees.
Generous PTO
Flexible time off is unlimited and available to full-time employees.
Paid Holidays
Paid Sick Days
Flexible time off is unlimited and available to full-time employees.
Perks & Discounts
Beer on Tap
In addition to beer on tap, we also have cold brew coffee, iced tea, and kombucha.
Casual Dress
Commuter Benefits
Fuze offers a commuter benefit for all employees, which covers parking, MBTA, and bike share memberships.
Company Outings
Fuze has several outings including an annual holiday party, annual summer party, Boston Marathon party, along with other events throughout the year.
Game Room
Our cafe area is equipped with several board and card games, along with two ping pong tables.
Stocked Kitchen
Fuze has a fully stocked kitchen including numerous snacks, hummus, guacamole, yogurts, water, coffee, tea, LaCroix, and soda.
Some Meals Provided
Happy Hours
Every Thursday, we have a happy hour in the office which includes beer and wine.
Parking fees are typically covered under our commuter benefit policy.
Recreational Clubs
Fuze offers a variety of sports leagues including softball, ping pong, and more.
Fitness Subsidies
Fuze is able to offer fitness discounts to select area gyms.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Fuze will reimburse up to $2,000 per employee.
Diversity Program
Fuze is committed to creating a diverse and inclusive workplace through team-building exercises, the Fuze Women's Network, and more.
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