Service Delivery Manager at Fortinet

Service Delivery Manager - South Africa

The Customer Success Team, an integral part of the Support & Services organization, are responsible for Premium Support in terms of on-boarding, advocacy and service quality. As the Service Delivery Manager (SDM), you will be responsible for cultivating solid customer relationships, assuring the quality of the service delivered by technical teams, increasing satisfaction and enabling the renewal of services.
The SDM has a solid technical understanding of how Fortinet products and services are utilized by the customer, and uses this to effectively resolve issues. The SDM is the voice of the customer within Fortinet and is involved in all customer escalations, working closely with sales and other support teams.

Responsibilities

• Act as the customer’s non-technical primary Point of Contact for Services and Support
• Ensure the correct setup of services, and provide training on tools and procedures to assure the customer experience
• Track service delivery to ensure Fortinet meets or exceeds operational KPIs to maximize customer satisfaction and ensure service renewals
• Respond to questions and queries in relation to services
• Build virtual teams to facilitate communications with the services delivery teams, the customer, the sales teams and any other internal or external organizations
• Create account plans including clearly aligned operational procedures for critical incidents
• Address any customer satisfaction issues across the customer’s organization and follow up
• Deliver service reviews and track agreed corrective actions
• Lead technical support ticket reviews ensuring appropriate responses from delivery teams
• Manage all customer situations including high profile escalations
• Attend regular meetings with assigned customers to assure their level of understanding of services purchased and being delivered
• Facilitate Professional Services engagements
• Perform regular risk assessments

Desired Skills & Experience

• Analytical Ability effectiveness in analyzing situations and identifying key issues
• Defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
• Be Proactive
• Be able to collaborating with and promoting collaboration
• Up to date high-level telecommunications and internetworking
• Maintain performance under pressure to ensure effective decision-making
• Relationships building and sustaining
• Strong Communication

Education & Languages

• Excellent written English
• Bachelor’s Degree or equivalent
• Operational excellence qualification (ITIL) welcome