Software Service Delivery Manager

Software Service Delivery Manager focuses on coordinates with other teams to ensure customer satisfaction and operational efficiency.

Skills and requirements

• Coordinates with other teams to ensure Customer satisfaction and operational efficiency.
• Provides ultimate escalation for critical or sensitive issues or Customers (30%).
• Oversee follow up and resolution for escalated issues.
• Participates in backup support where necessary for after-hours support.

Confirmed role details

• Support the international business development team in the creation of a support channel for each new international market being developed.
• Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes.
• Equips team to accomplish work efficiently and effectively (10%).

Additional role context

• At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention.
• Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed.
• This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes.