Sr. Service Delivery Manager at Nuance

| Greater Boston Area
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Company Overview

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

  

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.  

 

Job Summary

Overview:

 

The Service Delivery Manager plays a pivotal role in maintaining client satisfaction and loyalty through effective support, coordination and management of all account specific pre go-live operational readiness requirements & post launch sustainment of production revenue generating products and services. The SDM is an escalation point of contact for the customer and liaison between the customer and internal technical departments to identify, analyze, research, and resolve inquiries on all aspects of the solution deployed for the client. The SDM must have experience in service and account management and work aggressively to build strong cross-functional teams whilst maintaining a high level of customer satisfaction. The Sr. SDM is measured through SLAs on service availability and client satisfaction metrics.

 

Responsibilities:

  • Service Management is the primary task associated with this role, in particular:
    • SLA reporting
    • Continuous Improvement
    • Incident Management & Escalation
    • Root cause analysis
    • Change Management
  • Main interface between the client and internal technical departments.
  • Named senior resource to assist client in error resolution and escalation.
  • Provides client specific “application”, “solution” and product support expertise
  • Accountable for setting internal communication plans/methodology
  • Coordinates and manages internal and external client meetings
  • Manages contractual agreements and operational initiatives
  • Monthly billing and quarterly audits & reviews
  • Manages/forecasts budgets associated to the account
  • Client Satisfaction based on Service Delivery metrics and Operational feedback
  • Builds department level relationship - continual needs assessment
  • Originates actions to improve existing conditions, processes and communication
  • Be the voice of the customer!
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Qualifications:

Number of Years of Work Experience: 5 

 

Required Skills:

  • Bachelor's degree in IT or similar job experience
  • Minimum five years of experience working in a technical customer support and/or service management role in a hosted environment
  • Experience with supporting virtual assistant and chatbot solutions deployed in a SaaS model and providing voice and text conversational interfaces for web, mobile, messaging and IoT channels.
  • Ability to effectively express ideas and thoughts verbally and in written form
  • Excellent customer facing skills exhibiting good listening skills and comprehension
  • Effectively keeps others adequately informed by presenting information to management, public groups, and/or executives using the appropriate communication methods
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Client Responsibilities / Accountability
  • Builds professional/trusting client relationships.
  • Understands the client’s requirements and sets and manages client’s expectations.
  • ITIL experience
  • Understands the client engagement model and sets and manages client’s expectation.
  • Applicants have a history of working within large / complex software architectures.
  • Applicants must possess strong reasoning/troubleshooting skills to solve problems quickly, help identify, report or resolve issues that may arise.
  • Applicants have experience with change, problem, and incident management.
  • Applicants have leadership experience.
  • Applicants display an aptitude for learning new technologies and practices.
  • Applicants will have strong communication skills both written and verbal and be able to represent the company as the customer facing interface for day to day operations.

 

Preferred Skills:

  • Experience working in contact center management
  • Experience working in software projects
  • Experience working with teams in different regions, time zones and cultures
  • Experience working in a SAAS or Managed Services environment

 

Education:  Bachelor's degree in IT or similar from college or university; or equitable professional experience

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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Technology we use

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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

An Insider's view of Nuance

What does your typical day look like?

I’m responsible for overseeing my team’s progress on various Corporate BI initiatives. Every morning I check in our global team to address questions they may have while developing code for designs I have created. I keep in touch with our customers, give them updates on our progress and ensure that we deliver what’s important to them.

Shivani

Principal Business Systems Analyst

What are some things you learned at the company?

Our products help healthcare professionals spend less time doing documentation and more time with their patients. I love coming to work knowing that I get to collaborate with some of the smartest people in our industry; and because Nuance embraces and promotes diversity, I get to work with people every day who bring intelligence to life.

Tom

Senior Manager – Healthcare Business Continuity and Disaster Recovery

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What projects are you most excited about?

I am excited to be part of a company-wide purpose and business culture focus. I have been with the company less than a year, and I can really see and feel the positive energy in the air. This project has and will open up avenues for employees to become further engaged in other aspects of the company such as community service opportunities.

Mariann

Senior Accountant, Corporate Accounting

What are Nuance Perks + Benefits

Nuance Benefits Overview

Join Nuance and you will be immersed in our culture of health. We offer comprehensive medical, dental, vision and financial health plans that provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
We offer $5250 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

Nuance supports our Employee Resource Groups (ERGs): Nuance Pride, Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE). These groups sponsor internal and external events and activities to create awareness, provide resources and foster relationships across the globe.
We also now offer 12 weeks of paid leave to care for a seriously-ill family member.
We also now reimburse up to $10,000 for surrogacy.

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