Associate Service Delivery Manager

The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting the partnering with a team of Technical Engineers working on Verint product suite and delivering technical and application related services to a dedicated customer account in the banking industry. The ASDM will serve as a customer-aligned resource responsible for supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for the assigned customer.

Principal Duties and Essential Responsibilities:

• Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
• Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
• Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
• Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
• Serve as a dedicated customer resource responsible for coordinating