Service Delivery Manager

IT – Information Technology | Austin, TX, United States | AMERICAS
** This position can be based in Chicago, IL, Edina, MN or Austin, TX

Who Mattersight is:

The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Who you are:

Mattersight is seeking a Service Delivery Manager who is excited about leading cross functional teams participating in all aspects of the product life cycle management from execution of contract and throughout the subscription period. The team uses a consultative approach to project and client management focused on delivering products and service effectively and efficiently. The role will be challenging, but will reward those who thrive in a fast-paced, client-focused, and entrepreneurial environment.

What you’ll do:

The Service Delivery team is responsible for establishing and maintaining processes that will effectively provide rapid continuous improvement of delivery methodology across the enterprise in order to maintain a very high level of customer satisfaction related to Mattersight technology and ongoing support.

Direct Responsibilities Include:
• Manage the successful delivery of Mattersight Products and custom designed features from end to end
• Communicate delivery progress to key client and internal stakeholders from the operational level through executive leadership
• Own multiple client initiatives and relationships
• Gather and track client requirements product enhancement requests
• Provide deep subject matter expertise on Mattersight products and systems
• Analyze and interpret complex technical situations for business-focused stakeholders
• Plan and forecast to anticipate client needs and minimize service disruptions
• Monitor and report on product performance and adherence to technical SLAs
• Develop operational and leadership level relationships within existing and new accounts
• Support client business changes while maintaining service levels and minimizing risk
• Coordinate paid client initiatives and product delivery within Mattersight’s core product enhancement roadmap and release management cycle

Required Knowledge, Skills, & Abilities

Previous Experience

Mattersight is looking for highly qualified candidates with 5-7 years of relevant work experience along with a bachelor degree from an accredited University. Successful candidates will have likely worked in the technology sector with a firm grasp of various technology support methodologies. Ability to build relationships and coordinate cross-functional is critical to the role.

Key Experience & Knowledge Includes:
• Robust knowledge of the software development life cycle
• Excellent troubleshooting skills
• Strong attention to detail with a thorough and process-orientated approach
• Familiarity with traditional waterfall methodology and with the agile project methodology
• Organized with an ability to self-manage across multiple projects and initiatives
• Excellent verbal and written communication skills
• Comfortable in operating with tight deadlines
• Team player who builds relationships
• Achievement orientated, creative thinker and passionate
• Advanced experience with MS Office tools (Excel, PowerPoint, Word)
• Some familiarity with relational databases and SQL encouraged
• Some experience in basic programming encouraged
• Understanding of large scale telephony environments and network infrastructure

Company Culture & Facts

Corporate Culture

Mattersight values diversity amongst its employees. Employees from all levels of experience and backgrounds are mingled together and are encouraged to learn about projects others are working on. Mattersight’s Chicago office fosters teamwork as well as self motivation.

Eligibility & Location
Mattersight seeks candidates authorized to work without sponsorship in the United States. The Service Delivery Manager role can be based out of Mattersight’s Austin, Chicago, or Edina location; candidates should anticipate roughly 5-10% travel.

Additional requirements:
Candidate must be able to pass a thorough background check (including but not limited to criminal check, drug screening, education, employment verification, credit check, and MVR).

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