- Serve as Customer's primary point of customer contact for Five9 Managed Services to include technical account management and service desk
- A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale
- Develop and oversee communication plan between Five9, our customers and partners
- Oversee customer governance and administration arrangements
- Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery
- Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition)
- Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution
- Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature
- Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer
- Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services
- Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)
- Available for LATAM working hours
- ITIL methodology expertise with emphasis in Service and Incident Management
- Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
- Reporting and analytics experience
- In depth understanding of KPI's and objectives around Service Management
- Strong customer relationship skills and service orientation
- Ability to work independently. Self-starter who takes initiatives
- Strong written and oral communication skills
- Managed Services / SaaS service management experience on a global scale
- Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture
- ITIL v3 or v4 Foundation Certification (minimum)
- 5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration
- PMP or Agile/Scrum Project Management certification (highly preferred)
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Delivery Program Manager
2 weeks ago
Five9 San Ramon, United StatesJob Description · Job DescriptionJoin us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. · Living our values everyday results in our team-first culture and enable ...
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Delivery Program Manager
2 weeks ago
Five9 San Ramon, United StatesJob Description · Job DescriptionJoin us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. · Living our values everyday results in our team-first culture and enable ...
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Service Delivery Manager
2 weeks ago
Five9 San Ramon, United StatesJob Description · Job DescriptionJoin us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. · Living our values everyday results in our team-first culture and enable ...
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SAP FICO Service Delivery Manager
3 weeks ago
Diverse Lynx San Ramon, United StatesRole: SAP Fico SDM (with Finance/FICO Background) · Location: San Ramon, CA- This is a Day 1 Onsite · Experience: 10+ Year · Job Type: Full Time · Work Authorization Visa Independent · Required Skill: · SAP FICO consultants with 10+ years relevant experience · Should possess pa ...
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Delivery Manager
4 weeks ago
HCLTech San Jose, United StatesHCLTech is looking for a highly talented and self- motivated Delivery Managerto join it in advancing the technological world through innovation and creativity. · Job Title: Delivery Manager · Location: San Jose 100% on site (No exception/No remote option) · Salary: Full Time P ...
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Delivery Manager
3 weeks ago
COGS Fremont, United StatesDelivery Manager - Full Time (Hybrid) · COGS' client are a multi billion company within the Solar industry and they are looking for a Delivery Manager who would be responsible for the overall delivery of projects within the organization. This includes collaborating with the proj ...
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Delivery Manager
2 weeks ago
West Advanced Technologies Oakland, United StatesDelivery Manager · Oakland, CA · 2 years · Hybrid · Required Skills: · 7 Years of experience in broad, extensive and increasingly responsible experience applying PM principles, methods, techniques, and tools. · a. At least four (4) years of that experience must have been as ...
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Delivery Manager
1 week ago
Slack Enterprise San Francisco, United States**Delivery Manager** · Slack is looking for a Delivery Manager to lead the end-to-end delivery of some of our customer implementations. For this role, were looking for a creative, collaborative leader and problem-solver who is passionate about working with diverse teams . · This ...
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Delivery Manager
1 week ago
eTeam San Mateo, United StatesStrong understanding of all things in Digital within Pharma landscape. This includes but is not limited to Web, Mobile, ChatBot, Social channels etc. · Role Overview: · Demonstrated accountability and ownership, able to thrive in ambiguity, manage with domain expertise, a self-s ...
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Home Delivery Manager
3 weeks ago
MediaNews Group San Jose, United States Full timeSummary · :We are looking to make a critical addition to our talented Circulation leadership team. As a Home Delivery Manager, you will provide resources, expectations, support, and encouragement to Distributor's to meet their service goals. You will plan and implement new progra ...
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IT Solution Delivery Manager
1 day ago
GreenWaste Recovery Inc. San Jose, United StatesJob Description · Job Description · Title: · IT Solution Delivery Manager · FLSA Status: · Exempt · Reports To: · VP IT · Pay: · $140,000 - $150,000/yr · About the Company: · GreenWaste has been an industry leader in recycling and waste diversion for more than 35 years an ...
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Home Delivery Manager
2 weeks ago
MediaNews San Jose, United StatesSummary: · We are looking to make a critical addition to our talented Circulation leadership team. As a Home Delivery Manager, you will provide resources, expectations, support, and encouragement to Distributor's to meet their service goals. You will plan and implement new progr ...
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Home Delivery Manager
1 week ago
MediaNews San Jose, United StatesSummary: · We are looking to make a critical addition to our talented Circulation leadership team. As a Home Delivery Manager, you will provide resources, expectations, support, and encouragement to Distributor's to meet their service goals. You will plan and implement new progr ...
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Labor & Delivery Manager
1 week ago
Texas Nursing Services San Jose, United StatesJoin Our Team as a Leader in Labor & Delivery and Antepartum · Salary Estimate: $169, $254,384.00 / year · Introduction: Are you a nursing leader ready to make a significant impact? Embrace an exciting opportunity as a Manager of Labor and Delivery and Antepartum at our cutti ...
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Delivery Manager, Target
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Adobe San Jose, United StatesDelivery Manager, Adobe Target page is loaded **Delivery Manager, Adobe Target** · **Delivery Manager, Adobe Target** · locationsSan JoseDenverBostonSan FranciscoSeattle time typeFull time posted onPosted Yesterday job requisition idR118690 **Our Company** · Changing the world ...
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IT Solution Delivery Manager
1 week ago
GreenWaste Recovery Inc. San Jose, United StatesGreenWaste has been an industry leader in recycling and waste diversion for more than 35 years and is on a growth trajectory after private equity investment in 2021. Our business was founded on principles of environmental sustainability, and innovation is a cornerstone of our ong ...
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Labor & Delivery Manager
1 week ago
Texas Nursing Services San Jose, United StatesJob Description · Job Description · Join Our Team as a Leader in Labor & Delivery and Antepartum · Salary Estimate: · $169, $254,384.00 / year · Introduction: · Are you a nursing leader ready to make a significant impact? Embrace an exciting opportunity as a Manager of Labor ...
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Labor & Delivery Manager
1 week ago
Texas Nursing Services San Jose, United StatesJob Description · Job Description Join Our Team as a Leader in Labor & Delivery and Antepartum · Salary Estimate: $169, $254,384.00 / year · Introduction: Are you a nursing leader ready to make a significant impact? Embrace an exciting opportunity as a Manager of Labor and Deli ...
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Labor and Delivery Manager
2 days ago
Texas Nursing Services San Jose, United StatesJob Description · Job DescriptionJoin Our Team as a Manager of Labor and Delivery and Antepartum at our Hospital · Salary Estimate: $169, $254,384.00 / year · Are you a dedicated nursing professional with leadership experience looking for an exciting opportunity in a dynamic heal ...
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Procurement Delivery Manager
4 weeks ago
F. Hoffmann-La Roche AG San Jose, United StatesRoche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding peoples varied h Procurement, Manager, Delivery ...
Service Delivery Manager - San Ramon, United States - Five9
Description
Job Description
Job DescriptionJoin us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Five9 is seeking an experienced Service Delivery Manager to build and maintain positive customer relationships with Five9 Managed Services customers. The Service Delivery Manager is an integral role in managing existing Day 2 activities and will oversee day to day operations, performance, and governance. This position reports into the Director of Five9 Managed Services.
The ideal candidate has experience in SaaS Managed Services with an emphasis on ITIL-based Service Transition and Service Operations related to incident management, change management, service reporting, and governance. Project Management (PMP or Agile), critical thinking, problem-solving, organization, and customer facing communication skills are essential to the success of this role. Candidates will demonstrate a solid understanding of SaaS Managed Services environments and Support processes.
The Five9 Service Delivery Manager key responsibilities include:
Required Qualifications:
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
#LI-FI
#LI-remote
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here:
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Service Delivery Manager professionals in San Ramon
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Luiz Armando
PMP | Program Manager | Project Manager
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Advait Ranganathan
Audio engineer/student