SERVICE DELIVERY MANAGER

at  Sybex Support Services LLC

· Process requests in SFDC that caters to partner requirements/concerns with highest quality maintaining the SLA’s
· Handling priorities /escalations without dependency
· Work cross-functionally with other teams for resolving issues
· Involve in simple & medium transactional processing activities
· Act as the Subject Matter Expert (SME) /Be a POC for all critical decision making on Partner support processes /implementation of new processes/changes to the existing processes/M&A’s
· Participate actively /drive steady improvements and automation of current processes/systems/procedures with a focus to drive operational efficiencies
· Must be ready to take calls / support chats to provide quality resolutions to our customers/partners
· Handle end-to-end case management/P0 management /identify potential escalations & address it on timely manner
· Willingness to support PST hours on a rotational basis (10PM-7AM) IST
· Proactive measures to avoid escalations
· Create and participate in creating documentation
· Perform other ad hoc tasks as per business requirements and managements request
Job Types: Full-time, Contrac

Please refer the Job description for details