Position: Service Delivery Manager
Company: GlobalLogic
Category: Other
Experience required: 5y
English level: upper

**Requirements:**

- Strong communication skills, both verbal and written.
- Fluency in English required. Additional language is a plus.
- You must be able to prepare detailed technical and operational notes documenting process and procedural change, product issues, customer case information, and product stability and serviceability recommendations and effectively communicate with end-customers and key functional areas within the company.
- Your ability to work with customers under a variety of circumstances and pressures and understand and meet customer expectations is fundamental.
- Requires an AS degree or equivalent with a minimum of 6(+) years of technical support and account management experience in the high-tech industry, preferably within the Digital Video/Broadcast Industry – Storage Industry experience a plus.
- Knowledge of digital video and audio broadcast concepts, techniques, and products, experience with products that transport, encode, compress, and/or transcode audio and video media for the Broadcast Industry.

**Responsibilities:**

- The Service Delivery Manager is responsible for identifying, tracking, and driving all customer escalated issues to resolution, maintaining proactive relationships with the Regional Service and Sales management teams, and assigned accounts to prioritize issues and drive the collection of the required information to ensure quick resolution of customer problems. 
- The overall goal of this position is to provide focused account management, ensuring a high level of customer satisfaction. 
- Main responsibilities will include: increase customer satisfaction, develop service business, and being responsible for service project management.
Position Description
- Manage strategic accounts to ensure company-to-company deliverables are fulfilled on schedule and that all project deadlines are met.
- Serve as the primary contact for customer-escalated issues.
- Review, manage, and escalate cases and FI’s and determine relative Priority.
- Ensure proper focus and escalation is taking place for cases and FI’s.
- Provide timely updates on cases, field escalations (FI’s), and projects.
- Proactively resolve service and product-related issues.
- Communicate the concerns of the customers to Harmonic and vice versa.
- Develop and drive initiatives to maintain optimal lines of communication.
- Work with Technical Support, Engineering, Field Service, Professional Services, and Product Management to ensure deliverables for releases and patches are realistic and achievable and or identify recommend workarounds.
- Attend and organize regular internal meetings to solicit input and or provide status on FI’s and escalated cases.
- Attend and organize scheduled customer meetings to provide updates.
- Provide technical and process training as required.
- Prepare and communicate SLA KPI to customers on a regular basis and present results during Service Review meetings.

**We offer:**
- Opportunity to work in the team of domain professionals promoting high working standards.
- Experience in support of world-leading Cable Operators and Multiple-System Operators (MSOs) across the globe.
- Comprehensive training in areas of Digital Video, DOCSIS, Networking.
- Hands-on experience in development, maintenance, and support of modern embedded systems (Linux-based).
- Work with cutting-edge networking solutions employing the latest NFV and SDN technologies.
- Work in multicultural development and support teams spread across continents.
- Visits to customers in Western Europe and the USA for troubleshooting complex technical support cases and performing system integration activities.