The Service Delivery Manager (SDM) provides leadership in the delivery management of the Open-Xchange major accounts. Having a global and/or regional span of oversight for end to end delivery, the Service Delivery Manager works with Open-Xchange Operations, solutions providers and Open-Xchange partners/subcontractors to ensure superior levels of customer satisfaction for Open-Xchange. The Service Delivery Manager drives projects and participates in Incident, Problem and Change management processes (as per ITIL Service Operation practices). Ensures the quality of the Service by engaging the appropriate teams to solve outstanding issues and complete projects and Change requests successfully and on-time. Additionally, the SDM communicates performance issues in the platform in a timely fashion and provides monthly reports of the Service. The Service Delivery Manager reports to the global Vice President of OXaaS (Open-Xchange-as-a-Service).
Your passion / Your job
Single point of contact for topics related to the Service
Facilitate the delivery of the Services included in the contract (SLA’s)
Deliver contracted reports (Monthly report, RCA, Handbook, etc.)
Work closely with Support, Operations, Product, etc. to resolve outstanding tickets
Second level of escalation for critical incidents (Service degradation, outages)
Coordinate maintenances, upgrades, installation of patches, etc.
Lead weekly and monthly calls with the client
Monitor the progress of the migration process
Gather information about new OX products, additional users or increased activity expected in the platform to ensure that it is sized properly
Promote the improvement of the Service processes
What do you bring to the table
You must have a Linux Administration Background and deep knowledge into the Linux Operating System as well us good understanding of web based and cloud technologies (ideally OpenStack)
You know what SMTP, POP and IMAP are and how they work
You have scripting skills in one scripting language
You understand MySQL, Galera database
Experience with global and/or regional oversight for end to end delivery of services and solutions to customers
ITIL Certification is a plus
You understand IT Service Management
Bachelor’s degree in computer science, engineering, MIS, or closely related field
A proven track record in managing service delivery and relationship management skills
Achievement of Service Delivery Reporting, including SLA achievement, specific account KPI’s, and the client satisfaction targets
Project Management experience would be an advantage, especially in Service Transition area
Good presentation and customer communication skills
Excellent analytical and conceptual skills
What do we offer
Working on a modern cloud software in an international team
Wide scope to develop your own ideas and projects
Home Office and the opportunity to work from one of our well-appointed worldwide offices
The most current and jazzy equipment
Continuous personal development & training
Flat hierarchies combined with a "Open Door" policy
