Service Delivery Supervisor

Essential Functions:

Under minimal supervision:

• Assist with workload delegation and adjust priorities to meet customer requests.
• Assist Service Delivery Manager in managing a 24 x 7 service delivery teams performance and efficiency and to make recommendations for process improvements resulting in increased quality of service and customer satisfaction.
• Ensuring that service agreements are met. Maintaining positive relationship with clients/customers managing conflict establishing priorities and finding creative ways to improve upon service delivery.
• Provide technical direction develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.
• Monitor ticketing system to ensure on-time delivery customer satisfaction and consistency of customer requests.
• Escalate and address resolution of customer concerns and satisfaction risks to meet or exceed customer expectations.
• Ensure adequate staffing levels of 24 x 7 Service Delivery team to meet any changing business requirements.
• Ensure operational activities and project tasks are accomplished in accordance with a documented schedule that meets or exceeds customer expectations.
• Assist with training and development of service delivery team.
• Ensure shipping and receiving operations are secure and operating in an accurate efficient and timely manner.
• Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to smart hands requests ethernet and fiber installs / troubleshooting and testing cage construction and shipping and receiving
• Ensure team knowledge of and compliance to OSHA / safety standards.
• Ensure customer communications/interactions are professional and shift turnover is clearly communicated.
• Maintain up-to-date service delivery procedural manual / MOPS and SOPS.
• Build circuits in online database network management tool perform circuit audits and assist in special projects as required.
• Act as Smart Hands and Feet for client requests as needed.
• Assist in supply inventory management of enclosures cage materials shelves power strips locks & keys tools fasteners cabling furniture etc.

Minimum Requirements:

• Ability to manage multiple projects and shifting workloads in a fast-paced environment
• Demonstrates desire to provide the highest levels of customer service
• Cheerful and enthusiastic attitude
• Excellent oral and written communication skills
• Excellent problem solving/decision-making skills
• Ability to develop and document procedures and train other personnel
• Must be able to work with people at all levels internally and within the team environment
• Confidently troubleshoot issues related to the layer 1 infrastructure using test equipment and critical thinking.
• Knowledge of Visio AutoCad a plus
• Strong computer skills and working knowledge of Microsoft Products: Excel Word Power Point Outlook and SharePoint
• Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
• Ability to manage multiple sites within driving distance of each other on a same day travel basis
• Participate in 24 X 7 X 365 on-call rotation as needed.
• Previous experience in managing 5 or more members of a non-localized team.
• Ability to train members of the team bringing them up to speed with technical details as quickly as possible
• Strong ability to consult customers on new implementation stages within their environment
• Vendor Management experience is a plus
• Prior experience demonstrated within Service Delivery Technician I II or III levels is a plus

Experience/Skills: 6-10 years customer service experience in a technology company and/or 2 years technical experience in a customer- centric company

Education: Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience

Certifications: None

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne or to submit a resume.