Service Delivery Manager (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

Delivering products and services with urgency while providing an industry leading customer experience is critical to DataBank. The Service Delivery Manager - Data Center Interconnection is part of the Data Center Core Services Organization. This critical management role leads a team of Service Delivery Specialists that is responsible for operationally executing the actions required to complete various types of customer orders. These include Data Center Cross Connects, Managed Internet Connectivity, Cloud Connectivity, and Data Center Interconnects. Additionally, the team is responsible for Customer Change Orders and any associated Termination of Services.

Responsibilities

• Employee performance management, growth, and development
• Tracking and reporting Key Performance Indicators regarding team and individual performance - these include metrics related to quantity, speed, quality, finances, and customer experience
• Assuring individuals are trained and prepared to perform at the highest level
• Create and foster a positive culture that promotes and supports the DataBank Cultural Principles
• Vigilantly monitor and manage work queues, employee productivity, and overall production throughput of customer orders to drive daily success and operational excellence
• Establishing necessary relationships and continuous improvement programs to enhance process, evolve systems & tools, and optimize employee performance
• Optimize internal process hand offs and partnerships with cross functional partners to minimize and eliminate process waste and operational defects
• Own customer and internal escalations related to scope of responsibility, including establishing root cause analysis of any escalated issue and implementing relevant improvements to mitigate or eliminate root causes
• Drive system record integrity through high standards, analysis of results, and quality assurance methods
• Maximize revenue assurance through record integrity, timely completion of actions, and partnership with Billing Operations
• Effectively communicate operational status and results of your organization

Qualifications

• 5+ years' experience in a leadership role?with demonstrated ability to teach, coach, and create high performing environments
• Excellent customer service
• Operational Fundamentals (Ability to drive performance, govern process compliance, hold people accountable, and achieve results)
• Demonstrated competence in KPI development and analysis
• Strong communication skills, both written and verbal
• Cross functional collaboration and teamwork
• Business Acumen (application of logic in real world scenarios, working understanding of operating model & industry, ability to interact at multiple levels of an organization)
• Owner mentality (willing to commit, make effective decisions, take responsibility, outwork everyone, then be accountable for result)
• Proficiency in Microsoft Office suite
• Continuous process improvement experience - Ability to develop process and systems-based solutions to increase efficiency and performance
• Organizational skills
• Data Center and/or Telecommunications industry experience preferred, with demonstrated command of telecommunications and/or data center connectivity solutions
• Bachelor's degree preferred

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Paid Holidays