Onsite Locations Available: California (Fremont, Menlo Park, Sunnyvale), Georgia (Atlanta), Colorado (Denver)
A little bit about us:
Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.
About the Role:
The Service Delivery Manager (SDM) within the People Experience Application Support organization is responsible for the end-to-end delivery and support of mission-critical application services. The SDM ensures high-quality technical support, customer satisfaction, and timely service delivery. This role involves overseeing daily support activities, managing the application support team, and engaging with leadership to develop strategic plans and solve problems.
About You:
- Familiar with end-to-end Customer/IT support processes
- A collaborative utility player mentality (low ego) with a proactive sense of curiosity
- Focuses on achieving results that promote business success.
- Demonstrate proactive and professional communication skills with all stakeholders and partners
- Maintain a professional, adaptable, and respectful manner
- Provide high quality service to all users
Responsibilities:
- Own the scope of work for application support, including planning, organizing, and supervising support activities.
- Build strong relationships within the support team, driving engagement and collaboration.
- Collaborate with leadership to develop strategic plans and manage escalations effectively.
- Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.
- Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.
- Identify opportunities to improve support experience and KPI performance.
- Oversee communication with stakeholders to ensure issues are resolved effectively.
- Ensure strict adherence to change management and release management processes.
- Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.
- Maintain comprehensive documentation of production support procedures, incidents and
- resolutions, and provide regular reports to stakeholders.
Your Expertise:
- Bachelor’s in Information Technology, Business or a related field preferred
- 3+ years of IT Management with enterprise clients.
- 5+ years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.
- Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.