Head of Service Delivery

  • location: Boston, MA
  • type: Permanent
  • salary: $105,000 - $110,000 per year
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job description

Head of Service Delivery

job summary:
Looking for a Head of Service Delivery to manage our team of Service Delivery Engineers and join our US team based at our offices in Boston. The role will encompass day-to-day management of the team, as well as the responsibility to take the lead on larger customer implementations, and to support the team members in any larger implementations in which they are taking the lead.

After signing up for the Client's SaaS service, Service Delivery will be the primary contact point for a customer during their setup and implementation. Maintaining a high level of communication at all times, the assigned Engineer(s) will translate the customer's order and any supporting documentation into a live service.

The role is a broad one, covering both the management of the team, supplier and partner relationship management, and encompassing a close working relationship with all other functions within the business. This is very much a hands-on role, in which the Head of SD will also be expected to take the lead on larger customer implementations and to mentor the team in their own best practice for implementation and training of new customers. As such this role requires leadership, training and project management skills and any expertise in this area would be a definite advantage.

location: Boston, Massachusetts
job type: Permanent
salary: $105,000 - 110,000 per year
work hours: 9am to 5pm
education: Bachelors
Primary Responsibilities:

  • Team Leadership, training and mentoring of the Service Delivery team in the US
  • Supplier and Partner relationship management
  • Close collaboration with the UK Head of SD and wider team
  • Maintain an excellent knowledge of the client's product and services portfolio in order to better furnish the customer's needs
  • Provisioning number re-directs, IVR's, outbound dialling
  • Setting up Softphones and headsets
  • Advising Customers on IP network configuration (firewall ports, QoS)
  • Ordering, Provisioning and shipment of hardware (phones, routers and firewalls)
  • Providing structured training sessions to our customers
  • Arranging and scheduling number porting
  • Provide Logistic support - organise end to end pick-up and delivery of equipment
Team Leadership & Management (Primary Duty)

You will be expected to lead the Service Delivery team and provide guidance and mentoring expertise. You will allocate out work to the team and closely monitor the progress of all deliverables to ensure best endeavours are taken in order to meet defined delivery timescales. You will be expected to act as an escalation point for any customer issues and/or complaints and will advise the team on conflict resolution should any issues arise.

Processing Customer Services Calls/Emails/Voicemails ( Primary Duty )

You will respond to all emails and voicemails in the appropriate manner ensuring that you take any necessary actions that might be required. In all cases it is imperative that our customer is acknowledged and made aware that their issue is being dealt with. The most effective method of communication is verbal, and we are therefore looking for individuals who are comfortable speaking directly with customers and who understand the value that this brings.

skills: Maintaining Communication/Chasing Job Closure ( Primary Duty )

You will be one of the primary sources of maintaining communication to our customers during their setup and implementation phase. This, for the most part, will entail chasing customers for more information or to confirm if an activity has been performed. Our aim is that a customer will never have to call us asking for an update on their issue, we will have already called them to offer or request one.

Portal Provisioning ( Primary Duty )

As part of a provisioning case, customised configuration is required on our platform in order to ensure that the system works in line with the customer requirements. This will involve activities such as, configuring IVR's, number redirects, dialling campaigns, configuration of users and number allocation.

Hardware Provisioning ( Primary Duty )

As part of a customer order, a customer may require physical hardware phones or softphones (or a combination). You will translate the customer's order, into an order from our hardware vendors, arranging shipping and communicating to the customer timescales and delivery confirmation. You will schedule these activities in line with the customers "go live" date.

Training Customers ( Primary Duty )

A key part of the provisioning process is training our customers. As part of a provisioning case you will schedule and provide the appropriate structured training. Training can be delivered on site or online depending on the size and requirements of the customer, though as a remote engineer this training will primarily be online. You may also be required to provide ad-hoc training on an occasional basis.

Onsite Maintenance and Installations ( Secondary Duty )

You may be required to attend a customer site and diagnose an ongoing service problem or install new equipment. In all instances you will present yourself professionally and in accordance with company guidelines. As a remote engineer this requirement is likely to be infrequent, but when required will be for larger customers where complete professionalism is a pre-requisite.

Porting of Numbers ( Secondary Duty )

As part of our customer needs we are required in some instances to port customers' numbers from their old suppliers over to client's product. A desired knowledge of this process would be an advantage however full training will be provided.

Documentation and Feedback (Secondary Duty)

Our online resource centre is a primary source of knowledge sharing and customer information, you will create and modify support and knowledge base articles on an ongoing basis. You should follow company guidelines for document preparation and ensure that you compose each document in a clear and logical format.

Networking & SIP ( Highly Desired Knowledge )

client's services rely heavily on both SIP Protocols and Network Stability. You should have a good understanding of the fundamentals of SIP, its requirements, how it works and preferably a familiarisation of reading and understanding SIP traces. A sound understanding of configuring and analysing networks is extremely beneficial and you should at minimum be able to configure routers for optimal SIP prioritisation and swiftly diagnose network transmission problems.

Skills and Experience:


  • Leadership & Mentoring
  • Relationship management
  • Training Experience
  • Direct customer contact, both over the phone and face-to-face
  • Confidence and enthusiasm
  • Excellent verbal and written communication
  • Excellent telephone manner
  • Attention to detail and accuracy
  • Ability to prioritise and manage own workload
  • Pro-active approach to process improvement and documentation

  • Previous licence-based services experience
  • Project management
  • Previous Telecoms Experience (ideally VOIP)
  • University degree (or equivalent) (Not essential)
  • Qualifications in written/verbal communications
  • Previous experience with CRM platforms

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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