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Sr Service Delivery Manager

Soumettre une candidature Job ID 1-42804 Date posted 02/20/2020 Location London, United Kingdom

Company Overview:

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Additional Information:

We are currently hiring a Service Delivery manager to work with European customers – you’ll play a pivotal role in maintaining client satisfaction and loyalty through effective support, coordination and management of all account specific pre go-live operational readiness requirements & post launch sustainment of production revenue generating products and services. You’ll act as the escalation point of contact for the customer and liaise between the customer and internal technical departments to identify, analyse, research and resolve inquiries on all aspects of the solution deployed for the client. You should have experience in service and account management and work aggressively to build strong cross-functional teams whilst maintaining a high level of customer satisfaction. You’ll be measured by SLAs on service availability and client satisfaction metrics. This is a fast paced role where no 2 days are the same - you’ll be exposed to a wide variety of people and have the opportunity to work with our cutting edge digital solutions.

You will be working as a Service Manager on tasks such as:

  • SLA reporting
  • Continuous Improvement
  • Incident Management & Escalation
  • Root cause analysis
  • Change Management
  • Working as the named senior resource to assist client in error resolution and escalation and acting as the main interface between the client and internal technical departments.
  • Effectively keeping others adequately informed by presenting information to management, public groups, and/or executives
  • Providing client specific “application”, “solution” and product support expertise
  • Being accountable for setting internal communication plans/methodology
  • Coordinating / managing internal and external client meetings
  • Managing contractual agreements and operational initiatives
  • Monthly billing and quarterly audits & reviews
  • Managing/forecasting budgets associated to the account
  • Client Satisfaction based on Service Delivery metrics and Operational feedback
  • Building department level relationships - continual needs assessment
  • Originating actions to improve existing conditions, processes and communication
  • Being the voice of the customer!

You should have:

  • Bachelor's degree in IT or similar job experience – you need a solid understanding of technology & aptitude for learning new technologies and practices
  • Minimum of five years experience working in a technical customer support and/or service management role in a hosted environment
  • Ability to express ideas and thoughts verbally and in written form combined with excellent customer facing  / listening skills in order to represent Nuance for day to day operations
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Good understanding of client responsibilities / accountability
  • Skills in building professional/trusting client relationships.
  • Understanding of the client requirements and able to sets and manage client’s expectations.
  • ITIL experience
  • History of working within large / complex software architectures.
  • Change, problem, and incident management experience

Preferred Skills:

  • Experience with supporting virtual assistant and chatbot solutions deployed in a SaaS model and providing voice and text conversational interfaces for web, mobile, messaging and IoT channels.
  • Experience working in contact center management
  • Experience working in software projects
  • Experience working with teams in different regions, time zones and cultures
  • Experience working in a SAAS or Managed Services environment

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Pourquoi choisir Nuance?

Martin Eberhart General Manager
J’ai rejoint Nuance il y a peu, car j’aime pouvoir travailler au sein d’une équipe diverse, agréable et talentueuse dont le premier objectif est la satisfaction client. Mon poste m’offre par ailleurs suffisamment de liberté pour accomplir mes missions sans mettre en péril mon équilibre vie professionnelle/vie personnelle. Martin Directeur Général
Vishnu Vardhan Tech Support
Je suis vraiment tombé sous le charme de Nuance, de ses plateformes innovantes et de son impact sur la vie des communautés. Avec Nuance, ma mission a vraiment du sens et je sais en rentrant chez moi que j’ai véritablement accompli quelque chose d’important. Vishnu Technicien support
Kristen Fraser Inside Sales
Je travaille dans la santé depuis presque 20 ans maintenant, et je suis vraiment émerveillée de voir à quel point Nuance a su relever les défis posés par l’évolution et les difficultés de ce secteur. Tous les jours, je fais face à de nouveaux défis et tous les jours, je m’assure que le client est la priorité. La culture d’entreprise et les collaborateurs de Nuance sont absolument fantastiques. Je suis très heureuse de travailler au sein d’une entreprise aussi dynamique et diversifiée et j’attends avec impatience de voir ce que nous réserve l’avenir. Kristen Ventes internes
Martin Held Product Manager
Je travaille avec des personnes brillantes pour transformer des technologies de pointe et des idées innovantes en produits et solutions qui résolvent des problèmes de la vie réelle et ont un impact positif sur le public. J’apprécie particulièrement la flexibilité de mon travail. Martin Chef de produit
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