Associate Service Delivery Manager, NOC Services
Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success.Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya's culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
Associate Service Delivery Manager (ASDM) -
This is a highly customer-focused, detail-oriented position.
ASDM will serve as the primary contact with the customer and on a regular basis providing status of processes/metrics for the
delivery of services.
Deliver Effective onboarding experience for new/existing Customers and other ad-hoc internal / customer projects
Drive positive customer sentiment through go-live experience and Create referencable customers
Ensure accurate and timely gathering/documentation of all information needed to support the Customer.
Coordination and scheduling of onboarding resource, leads or any other resource as required for timely completion of
Onboarding, projects, etc.
Work with data analyst to assemble and analyse service/support data to provide/share regular monthly customer reports.
Analyse data to help customers identify and mitigate any risks associated with service delivery.
Set up Quarterly Business reviews (QBR) with Customer's Key decision Makers and Kaseya Account Manager.
Lead / Set up recurring Schedules for meeting/call as touch points with all customers.
Lead / Set up recurring/adhoc internal cross team/functional meeting/call to address any customer feedback/issues, ie. cross collaboration between NCA sales, AM's, Sales Specialist, Billing Ops, PS, Support Mgmt Team, and internal team members.
Will be single point of contact for Customer Escalation and its resolution.
Reviewing and managing Effective Hourly Rate Analysis, deep dive and corrective follow up actions if any and -
Share the Numbers with Service Team Leadership Gets everyone on the same page
Formal Deep Dive into Specific Accounts Any account in the red, try to identify the main issues causing the poor
numbers
Operational Improvement Opportunities Identify areas of operational improvements and assign out execution and
ensure its successful completion
Upsell or Cross Sell Opportunities Review opportunities to upsell/cross-sell services, once identified work with AM to
initiate further step on successfully closing the opportunity
Required Skills/relevant Experience
Excellent Communication, Customer Service, project management and time management Skills required
Ability to work independently with little to no supervision
Willing to work in 24x7 / 365 work environment/ night shifts.
Overall work experience of at least 12 years and 3-5 years of experience in service delivery / client facing roles.
Experience working in IT Infrastructure service management and operations setup.
Good technical background, working on remote infrastructure support
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional Information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.