Associate Service Delivery Manager

The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting the partnering with a team of Technical Engineers working on Verint product suite and delivering technical and application related services to a dedicated customer account in the banking industry. The ASDM will serve as a customer-aligned resource responsible for supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for the assigned customer.

Principal Duties and Essential Responsibilities:
- Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
- Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
- Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
- Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.

- Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
- Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
- Identify opportunities for process improvement and make constructive suggestions for change; Attend regular meetings to discuss current status of operations and drive initiatives.
- Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
- Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.

- Utilize Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking.
- Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
- Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
- Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
- Interface with Product House; keep up to date on new products and technologies and escalate issues per process. - Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.