Service Delivery Manager - Bellevue, WA

About Infospace:
InfoSpace, Inc. drives mobile media innovation. With one of the world?s largest mobile content libraries, InfoSpace makes it easy for consumers to discover, personalize and enjoy their on-the-go experiences. The company uses its superior merchandising and technology capabilities to facilitate the delivery of original and licensed content across hundreds of mobile devices and through multiple channels. InfoSpace also mobilizes brands and creates programming and revenue opportunities for mobile operators. The company?s products and services have extensive reach in North America and Europe through carriers such as Cingular Wireless, Sprint Nextel, T-Mobile, Verizon Wireless, and Virgin Mobile; in partnership with world-class brands such as Cablevision and Fox News; and through online Web sites such as Dogpile (Dogpile.com), which showcase the company?s leading metasearch technology and key advertising partnerships with companies like Google, Yahoo!, Verizon SuperPages and Yellowpages.com.


About the Service Delivery Manager Opportunity:
The Service Delivery Manager will be an integral part of the Infospace Customer team dedicated to delivering Tier1 services. The primary purpose is to maximize client satisfaction through increased visibility and focus on the service we are delivering. This will include overall service understanding, tracking, Service Level Agreement impacting issues, follow through on problem issues, and Operational reviews both internally externally.




POSITION RESPONSIBILITIES:
?Track, manage and report on day-to-day SLA performance for our tier 1 customers.
?Track, manage and report on status of action items resulting from day-to-day problem management and SLA Management activities
?Act as the primary contact for all day-to-day SLA affecting issues.
?Work closely with the cross-functional resource teams to ensure timely follow-up and resolution of SLA impacting issues.
?Drive cross-functional accountability to existing and new SLA measurements.
?Drive/facilitate resolution of SLA impacting incidents and SLA performance failures against defined objectives.
?Facilitate the Service Level Management Review process (monthly customer metrics and process review meetings)
?Provide constructive input into the company?s operations processes and assisting to identify areas needing improvement.
?Work collaboratively with External Carrier Operation Teams and Internal Operations, Program Management and Development Groups to ensure service levels are being met on a daily and monthly basis.
?Weekly/Daily compilation of data from various sources for Customer Reviews - tickets, changes, outages, root cause, etc.
?Interface with External Carrier Operation Teams on a Daily/Weekly
?Ensure monthly Quality review issues are addressed appropriately
?Ensure that weekly service status reports are delivered 'on time' every week.
?Ensure that reporting requirements are met
?Ensure that the whole team meets to clarify case management standards and that SLAs are complied with.

KNOWLEDGE AND EXPERIENCE:
Experience of managing a service with multiple business streams
Working on own initiative with minimal management supervision
Planning and managing projects
Acting as a first or second escalation point for difficult issues
Taking responsibility for decisions, seeking advice where appropriate
Managing and motivating team members to achieve effective performance results
Driving the identification and implementation of improvements to processes and/or services
Writing and presenting documentation to clients
Writing and negotiating contracts with clients

QUALIFICATIONS:
?Time management, attention to detail, expectation setting and organizational skills to provide solid service management
?Strong commitment to developing, maintaining, and managing a professional, trusted partner relationship with assigned carriers.
?Uncompromising level of commitment and focus to quality and client service delivery.
?Proven ability to coordinate multiple priorities and tasks
?Ability to approach problem solving in a clear and concise manner
?Business Acumen in understanding how SLA?s play a key role in the business?s bottom line
?A strong passion for customers and technology
?Demonstrates a drive for results type attitude
?Ability to work under pressure, outside of comfort zone, with a 'can-do' attitude
?Flexibility, adaptability, adherence to change and showing initiatives
?Good level of communication skills, including written communication, becoming a liaison between technical and commercial people, internally and externally.
?Positive approach to team work, with a willingness to learn and share knowledge
?Bachelor degree in Computer Science, Business Administration or related discipline
?4 to 7 years of experience in a customer focused technology environment, preferably in the internet or software industry
?Excellent communications skills and good team player
?Excellent planning and organizational skills

KEY SKILLS AND CAPABILITIES:

?Client focus
?Contact Centre technical awareness
?Commercial and awareness
?Analysis and problem solving
?Manage customer expectations.
?Interpersonal and communication skills
?Influencing and selling
?Team working
?Self confidence and resilience
?Planning and organizing
?Drive to achieve and develop
?Project management
?Leadership skills